Customer Solutions Analyst – Voice & Chat
SiteMinder
full-time
Posted on:
Location Type: Hybrid
Location: Pune • India
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About the role
- 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 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 (F2F, virtual, or self-learning).
- Help develop and evolve our 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 our support process by identifying and taking ownership of improving our various methods and processes.
Requirements
- 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 & 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 our 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) to help you connect and get involved
- Investment in your personal growth with training for advancement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
technical supportanalytical skillsproblem-solvingtroubleshootingcustomer relationship managementweb browser diagnosticsconfiguration requirements analysisprocess improvementfeature testingSLA compliance
Soft Skills
customer servicecommunication skillsorganizational skillstime managementteamworkconflict resolutionagilityinnate curiosityproactive mindsetbusiness acumen