Customer Solutions Analyst - Spanish

Overview

Provide frontline technical and analytical support to SiteMinder's global hotel customers in Spanish and English, acting as the first point of contact across the product suite.

What you'll do

• Develop strong customer relationships by providing exceptional technical and analytical support and high levels of customer service via phone, email, chat and other appropriate mediums.
• Identify customers' specific support and configuration requirements, set expectations, and resolve issues 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 (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 our support process by identifying and taking ownership of improving our various 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.
• Ability to travel to the office if required, at least three times a week.
• Ability to work on shifting schedules, including weekends and holidays.

Details

• Location: Delhi.
• Remote work available (Delhi only).
• Office attendance required at least three times a week if needed.
• Shifting schedules, including weekends and holidays.