Customer Solutions Analyst - Hybrid Role (Voice & Chat)

At SiteMinder we believe in a diverse and inclusive culture that enables employees to bring their unique selves to work. As a Customer Solutions Analyst, you will provide frontline technical assistance and support to SiteMinder customers globally, utilizing Phone, Email, Chat, and other mediums. The role involves developing strong customer relationships, identifying support and configuration requirements, and resolving issues in a timely manner.

Requirements

• High level of customer service and analytical skills
• Technical knowledge, especially from a hotel background
• Fluent in English and Spanish with excellent verbal and written communication skills
• Excellent problem-solving and troubleshooting skills
• Strong organizational and time management skills with attention to detail and a process improvement mindset
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Proven ability to manage remote working successfully in terms of teamwork, learning & development, productivity, and motivation
• Experience working in a high-volume, telephone-based, SLA- and KPI-driven environment
• Stakeholder management and ownership mentality when working across internal and external teams and partners
• Agility to operate seamlessly across several platforms and system environments simultaneously
• Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues
• Strong capacity for customer interaction and conflict resolution
• Ability to support a range of customers with differing needs and technical abilities, communicating technical information in an accessible manner to non-technical customers
• Innate curiosity, proactive mindset, and ability to think outside the box
• Strong business acumen and alignment to helping the support business achieve its goals
• Ability to travel to our office if required, at least three times a week
• Ability to work on shifting schedules, including weekends and holidays

Benefits

• Hybrid working model (in-office & from home)
• Mental health and well-being initiatives
• Paid birthday, study, and volunteering leave every year
• Sponsored social clubs, team events, and celebrations
• Employee Resource Groups (ERGs) to help you connect and get involved
• Investment in your personal growth with training for advancement