Customer Solutions Analyst - Spanish

Overview

Provide frontline technical and analytical support to SiteMinder hotel customers globally as a Spanish and English speaking Customer Solutions Analyst within the Technical Support team.

What you'll do

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, using phone, email, chat and other appropriate mediums.
• Identify customers' specific support and configuration requirements, set expectations, and resolve issues, delivering against 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 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 (face-to-face, 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 face-to-face and virtual training sessions.
• Unlock the potential in the support process by identifying and taking ownership of improving methods and processes.

What you'll need

• 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 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 and 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.

Details

• Location: Pune.
• Hybrid working model (in-office and from home); ability to travel to the office at least three times a week if required.
• Ability to work on shifting schedules, including weekends and holidays.