Customer Tech Support – Spanish

SiteMinder

Customer Solutions Analyst providing technical support for SiteMinder's hotel commerce platform customers globally. Ensuring customer satisfaction through exceptional service and technical expertise.

Posted 7/6/2026full-timeRemote • 🇮🇳 IndiaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service and analytical skills, with the ability to effectively troubleshoot and resolve issues in a high-pressure environment. Proficient in managing customer relationships and providing technical support, while continuously seeking process improvements.

Highest-signal resume keywords

Customer Service ExcellenceAnalytical Problem-SolvingStakeholder ManagementTechnical Knowledge in HospitalityFluent in English and Spanish

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

TroubleshootingIssue DiagnosisProcess ImprovementKPI ManagementSLA ComplianceCRM Tool ProficiencyTechnical SupportWeb Browser TroubleshootingTime ManagementConflict Resolution

Soft Skills

Organizational SkillsAttention to DetailProactive MindsetAgilityEffective Communication

Tools & Technologies

SalesforceSiteMinderVirtual Training PlatformsF2F Training Sessions

Industry Keywords

Hotel BackgroundHigh-Volume SupportCustomer InteractionRemote WorkingSupport Process Improvement

About the role

Key responsibilities & impact

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

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 & 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

Comp & perks

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