Customer Solutions Analyst - Spanish

Our Technical Support team is an integral link for our 33k+ customers to get the most out of our SaaS solutions. As the first point of contact, you will provide frontline technical assistance and support to SiteMinder customers globally. Your primary focus will be external customers across the globe, but internal teams and partners will also need your help.

Responsibilities

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 KPIs; Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company SLAs and individual KPIs, prioritising 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 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 the support process by identifying and taking ownership of improving methods and processes

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 the 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); Investment in personal growth with training for advancement