Service Desk Analyst
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Service Desk Analyst

SiteMinder

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Service Desk Analyst

About the job

SiteMinder is the chosen solution for over 28,000 hotels to help them grow by expanding and optimising their online guest acquisition. Our product features include distributing hotels’ rates and availability to over 350 online travel channels (such as Expedia, booking.com and Agoda), helping them drive more guest bookings from their website, and offering business analytics to help them make decisions around rates and packages.

What are we looking for?
 
Due to an internal promotion we're in the market for a Service Desk Analysts to join the SiteMinder team on a Part Time basis to provide Level 1 technical and product functionality support in an efficient and courteous manner to ensure our customers fully understand our product and their technical enquiry is satisfactorily resolved.  

What is it like to work with us?
 
This can probably be easily characterised by our values. Our values at SiteMinder are not some rudimentary word on posters scatter around the office. We live eat and breath our values which are:

Think Customer - see everything from the customers perspective
Be in the Game - passionate high performers - no spectators
Own it Finish it - be decisive, accountable
OK is not OK - make what you do great, challenge the status quo
Be Candid - have regular, open and sometimes difficult conversations

This resonate wiht you? , if so, and if you have the above skills and experience, we want to hear from you.

#LI-CR1

About you

What does the role look like?
  • Provide software technical and functionality support for SiteMinder software products and services
  • Provide exceptional technical support alongside high levels of customer service using email and phone
  • Identify each customers support and configuration requirements, set the customer expectation and resolve the customers issues 
  • What skills are we looking for?
  • A clear, concise and eloquent communicator, both written and verbal.
  • Have strong technical knowledge or experience in software apps
  • Problem solver mentality and a desire to find root cause of problems as efficiently as possible,
  • Diagnosing and troubleshooting web browser and connectivity issues
  • You love customer service, you live and breathe providing the best customer experience and are able to effectively handle all different types of customers
    • Language required: English.

    The company

    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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    Service Desk Analyst

    Sydney, Australia

    Full-time, Indefinite

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