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Customer Solutions Analyst - Spanish
Ref No.: 20-01545
Location: Bonifacio Global City Taguig,, Singapore
Customer Solutions Analyst - Spanish
The Customer Solutions Analyst (CSA) will provide frontline technical assistance and support to SiteMinder customers across Spanish, French, German, Mandarin and English-speaking countries. The CSA is the first point of contact for SiteMinder's valued customers and as such, is key to customer retention and maintaining the SiteMinder brand.
  • Have a high level of customer service and IT technical knowledge
  • Are fluent in English and the languages mentioned above, both verbal and written.
  • Strong troubleshooting skills - you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with high level of accuracy.
  • Ability to adapt and evolve with new processes and changes quickly.
  • Ability to thrive in a fast-paced, agile, and dynamic environment.
  • Operates across several computer platforms and applications at the same time.
  • A love of customer interaction and the capacity to support a range of customers with differing needs and experiences.
  • Experience working within a high-volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes.
  • Self-starter with the ability to multitask, manage own time and work under pressure
  • Providing technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across Spanish and English-speaking countries.
  • Developing strong customer relationships by providing exceptional technical support and high levels of customer service utilizing phone, email and other communication channels.
  • Identifying each customer's support and configuration requirements, setting expectations and resolving issues whilst delivering against the role key performance indicators (KPIs).
  • Ensuring all cases/Tasks are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately.
  • Ensuring all issues are logged accurately in SiteMinder's CRM (Salesforce)
  • Assisting with all ad-hoc requests as required by management
  • Following SiteMinder's practice process and procedures, specifically in regard to escalating any security concerns or breach of security.
  • Providing support on a 24/7 rotating roster