[{{ $ctrl._job.status.name | translate}}] Service Desk Analyst
SiteMinder

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Job description

SiteMinder is leader of the hotel technology space, challenging the status quo to provide innovative cloud-based products that allow hotels to connect with their guests. As a workplace, we continue to challenge the norm by hiring talented employees who are eager to help us expand our presence and establish SiteMinder as the leading cloud platform for hotels.

Now with five core offices around the world and over 28,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. After receiving a $30M investment from a Silicon Valley investor, we launched our Dallas office in 2014 on a mission to take over the American hotel market. SiteMinder may no longer be considered a tech startup, but we do strive to retain the same forward-thinking ambition and dynamic energy that made has made us an industry pioneer.


The Role
Service Desk Analyst

A Service Desk Analyst is responsible for providing level 1 technical assistance and support to SiteMinder's hotel customers in a courteous and efficient manner. The Service Desk Analyst is the first point of contact for our valued customers across North America and as such, is key to maintaining the SiteMinder brand.

Sound like you fit in?

Then we’d love to hear from you! Please submit your resume through the job board or email Samantha Longinotti, Global Talent Acquisition Consultant at samantha.longinotti@siteminder.com for direct inquiries.

Requirements

As a Service Desk Analyst, you will:

  • Provide technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on the North America (US, Canada and the Caribbean).
  • Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service by utilizing phone, email and other avenues when necessary.
  • Identify each customer's support and configuration requirements.
  • Set the customer's expectations and resolve any issue. Provide the appropriate amount of feedback to ensure SiteMinder's customers are fully informed.
  • Ensure all cases are resolved or escalated to the Level 2 Service Desk Team in a timely manner in accordance with SiteMinder's customer service level agreements (SLAs) and individual key performance indicators (KPIs), prioritizing caseload from oldest to newest.
  • Ensure that all issues are logged accurately in SiteMinder's CRM system (Salesforce) and are closed in a timely manner.
  • What you bring:
  • High level of customer service and IT technical knowledge.
  • Exceptional communication skills, both verbal and written. Any Spanish language skills would be a huge plus!
  • Strong troubleshooting skills - you'll be able to quickly analyze problems, determine the root cause and reach a resolution.
  • An ability to operate across several computer platforms and environments - all at the same time.
  • An ability to diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries.
  • 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.
  • What SiteMinder brings (our perks!):
  • Competitive annual salary.
  • Comprehensive healthcare benefits, including medical, dental and vision, with over 10 plans to choose from. Health insurance is effective starting day 1 of employment, so there's no 90 day wait period!
  • Ample paid vacation and sick leave.
  • 9 paid holidays per calendar year + birthday off.
  • Free gym access for employees.
  • Generous paid parental leave policy.
  • Company-paid "breakfast bar" coupled with free snacks and unlimited lattes.
  • Weekly office happy hours and quarterly company-sponsored events.
  • Contemporary, collaborative office space with the latest technology.
  • Global exposure. With over 500 employees in our international offices (Sydney, London, Bangkok and Galway) and 27,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe.
  • SiteMinder's values:
  • Think customer - See everything from the customer's perspective.
  • Be in the game - Passionate high performers, no spectators.
  • Own it, finish it - Be decisive and accountable.
  • OK is not OK - Make what you do great, challenge the status quo and innovate.
  • Be candid - Have regular, open and sometimes difficult conversations.
  • Job type
    Fulltime job
    Location
    Dallas, TX, United States
    Department
    Other
    Languages
    English
    Starting in
    As soon as possible

    SiteMinder

    As the leading cloud platform for hotels, SiteMinder allows hotels to attract, reach and convert guests across the globe. We serve hotels of all sizes with award-winning solutions for independents and groups alike, wherever they are in the world.

    SiteMinder’s products include The Channel Manager, the industry’s leading online distribution platform; TheBookingButton, a wholly-branded booking engine for direct bookings via the web, mobile or social; Canvas, the intelligent website creator for independent hoteliers; Prophet, real-time market intelligence solution that takes the guesswork out of pricing rooms; and GDS by SiteMinder, a single-point of entry to a six-figure network of travel agents and the world’s major GDSs.

    With more than 26,000 hotel customers and 400 of the industry’s top connectivity providers as our partners, today we have presence in more than 160 countries on six continents.

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