Premium Services Consultant

SiteMinder

Premium Services Consultant supporting VIP hotel customers for SiteMinder’s hotel commerce platform. Providing Level 2 troubleshooting, escalation management, and CRM case resolution.

Posted 8/11/2026full-timeBangkok • 🇹🇭 ThailandMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in providing Level 2 technical support and troubleshooting for SiteMinder products, with a strong focus on customer service excellence and effective case management. Capable of mentoring staff and contributing to knowledge sharing within the organization.

Highest-signal resume keywords

Level 2 Technical SupportTroubleshooting SkillsCustomer Service ExcellenceKnowledge SharingSLA and KPI Management

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

LinuxHTMLXMLWeb-Related ProductsOperating Systems

Soft Skills

Conflict ResolutionCoachingMentoringProblem Solving

Tools & Technologies

SiteMinder CRMService Desk Processes

Industry Keywords

Customer Service GuidelinesSLAKPICritical IncidentsProcess Improvement

Tech Stack

Tools & technologies

Linux

About the role

Key responsibilities & impact

Serve as a service champion for SiteMinder VIP customers and partners
Provide Level 2 technical support for SiteMinder products and services via email, phone, and other channels, primarily for Enterprise VIP and Partner customers
Troubleshoot and diagnose customer issues in line with Customer Service Guidelines and SLAs
Case-manage escalations and assist with Critical Incidents through resolution, coordinating with internal and external departments
Escalate unresolved cases accurately and promptly
Log issues accurately in SiteMinder’s CRM system and close all cases
Follow Service Desk processes, procedures, policies, and security escalation best practices
Identify process gaps and suggest improvements
Coach and mentor new and existing staff on SOPs and standards
Contribute to SiteMinder’s shared knowledge centre as a Knowledge Champion

Requirements

What you’ll need

Highly experienced and passionate about providing high levels of customer service
Strong conflict-resolution and troubleshooting skills, especially with web browsers and connectivity issues
Ability to work across different departments to resolve problems and define solutions
Knowledge of Linux, HTML, XML, operating systems, and web-related products
Experience working in an SLA- and KPI-driven environment
Desire to create and share knowledge and mentor others
Alignment with SiteMinder Values

Benefits

Comp & perks

Equity packages for you to share in SiteMinder's growth and successes
Hybrid working model in a prime location in Barcelona
Investment in your personal growth with a structured and foreseeable career pathway
Private health insurance
Cloudworks co-working community - events, discounts, breakfasts…
Discount for your Urban Sports Club subscription
Mental health and well-being initiatives
Generous parental (including secondary) leave policy
Paid birthday, study and volunteering days off every year
Fun quarterly social and team events
Employee Resource Groups (ERG) to help you connect and get involved