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


Job description

Who are we?

You may not have heard of SiteMinder, but If you’ve ever booked hotel accommodation online, chances are, you’ve used one of our products. We are the leading cloud platform for hotel integrations and bookings with a presence in more than 160 countries, focusing on disruptive solutions for the hotel industry since 2006, we have grown to more than 30,000 hotel customers. For over ten years we've been changing the way hospitality works empowering hotels to attract, reach and convert guests across the globe.

What do we have available?

We have multiple positions available for multilingual customer service experienced individuals who can speak fluent English. Our Service Desk Analysts are the first point of contact for all of our English speaking SiteMinder customers in the AusPac region. You will be key in maintaining the SiteMinder brand with our customers by providing a premium level of customer service in resolving their technical or non-technical enquiries and ensuring they receive the best possible customer experience.

What is it like to work with us?
Our customer service team tell us that they enjoy the fun, friendly and energetic environment. Many of the people we hire come recommended by friends or colleagues already working with us so we encourage you to check your network and see if someone you know is already part of the SiteMinder team to ask them directly about our culture. We’re no longer a start-up but we are still growing fast, which can be challenging. We’re young in our journey and we are working on a variety of initiatives to support our staff in getting the best experience in their SiteMinder career.
Check out our website to find out more about us, the story of our founders is also inspiring and definitely worth a watch. You can find us at www.siteminder.com there’s a whole lot of information that should help inform your decision to apply. If you think you are a fit, we’d love to hear from you!


Your responsibilities:

  • Using your proven customer service experience you will develop strong customer relationships by providing exceptional technical support alongside high levels of customer service using email, phone and other avenues when necessary
  • Identify each customers support and configuration requirements, set the customer expectation and resolve the customers issue
  • Ensure that all customer enquiries are resolved in a timely manner or escalated to the Level 2 Service Desk team
  • Demonstrating continuous commitment to the team, to ensure the team achieves their goals and objectives
  • Your experience:
  • Proven customer service experience and a love for technology
  • Strong troubleshooting and/or problem solving skills
  • A passion for customer interaction and experience in conflict resolution
  • SiteMinder Values:
  • 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
  • Job type
    Sydney, Australia
    Starting in
    As soon as possible


    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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