Customer Solutions Analyst - Hybrid Role (Voice & Chat)

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year.

About the Customer Solutions Analyst role...

Our Technical Support team is an integral link for our 33k+ customers to get the most out of our SaaS solutions. You will become part of an upbeat, high-energy work environment with a myriad of diverse interpersonal and interdepartmental interactions, whilst learning invaluable and transient on-the-job skills. You will use your experience, personality, and people skills to make an immediate contribution to our team and positively impact customer loyalty and satisfaction levels.

We want you to be our Customer Solutions Analyst where you will provide frontline technical assistance and support to SiteMinder customers globally.

As the first point of contact, you will be a key asset in maintaining SiteMinder branding and providing the right resolution across our complete product suite and services. Your primary focus will be external customers across the globe, but our internal teams and partners will need your help too!

What you’ll do…

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, utilising Phone, Email, Chat, and other appropriate mediums.

• Identify customers’ specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs).

• Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising your caseload appropriately.

• Ensure all customer (internal and external) issues are logged accurately in SiteMinder’s CRM tool (Salesforce).

• Actively participate in product enhancement and training sessions (F2F, virtual, or self-learning).

• Help develop and evolve our SiteMinder products and systems by providing innovative and comprehensive feedback.

• Test compatibility of new features with existing product features and systems, documenting observations and outcomes.

• Keep up to date with technical and feature developments by attending workshops, reviewing internal publications, and participating in F2F and virtual training sessions.

• Unlock the potential in our support process by identifying and taking ownership of improving our various methods and processes.

What you have…

• High level of customer service and analytical skills (able to think on the spot to efficiently analyse an issue, determine its root cause, assess impact, and reach a resolution).

• Technical knowledge, especially from a hotel background.

• Fluent in English 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.

Our Perks & Benefits…

• Hybrid working model depending on shift (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

Does this job sound like you? If yes, we'd love for you to be part of our team! Please send a copy of your resume and our Talent Acquisition team will be in touch.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.