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 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.
About the Transaction Solutions Analyst role...
The role of the Transaction Solutions Analyst is to ensure that SiteMinder’s customers using our Pay and Demand Plus products receive fast, friendly, and complete solutions to their payment-related issues. The Transaction Solutions Analyst is responsible for resolving inbound customer issues, managing transaction disputes within service level agreements, and making outbound contact with customers on escalated transaction issues.
What you will do...
Resolving simple to complex payment issues for customers using the Pay and Demand Plus products in a timely manner.
Answering technical questions from customers or internal teams about the Pay and Demand Plus products.
Handling escalated inquiries from the support team, taking ownership of customer problems, and working to identify, respond to, and resolve issues.
Partnering with the Manager and Payment teams to identify user pain points and develop potential solutions.
Training and educating internal support and onboarding teams on new product features and best practices for handling customer issues.
Ensuring SiteMinder Pay and Demand Plus process documentation is clear and up-to-date.
Continually seeking to acquire new knowledge and contribute to SiteMinder’s shared knowledge base.
Demonstrating commitment to the team’s work to ensure the team achieves its goals, objectives, and SLAs.
What you have...
High level of technical aptitude and issue ownership
Excellent oral and written communication skills in English and Spanish
Proven talent for outstanding customer interaction and conflict resolution
Self-starter with the ability to multi-task using a wide range of tools and systems.
Experience working within an SLA and KPI driven environment
Experience with CRM systems (SalesForce preferred)
Be highly driven and have the ability to work in an autonomous environment.
Focused on surpassing individual and team KPI’s and SLA’s.
Have the ability to manage multiple tasks under pressure.
Be encouraging, understanding and respectful towards SiteMinder’s customers, team members and other staff.
Transparent communication with management and peers.
To approach work with enthusiasm, energy, dedication and integrity.
Our Perks & Benefits…
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your 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.
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What We Do
SiteMinder’s innovative online platform offers hotels and accommodation providers a comprehensive range of products and solutions to manage and streamline the distribution of their rooms across a wide selection of direct and indirect channels, take bookings from guests and communicate with guests. The global company, headquartered in Sydney with offices in Bangalore, Bangkok, Barcelona, Berlin, Dallas, Galway, London and Manila, generates more than 100 million reservations worth over US$35 billion in revenue for hotels each year. SiteMinder was voted Best Channel Manager, Best Booking Engine, & Best Ecommerce Platform by Hotel Tech Report in 2023.
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