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

Posted

Job description

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.

What are we looking for?
 
Our Service Desk Analysts are the first point of contact for SiteMinder’s valued customers, and as such, is key to maintaining the SiteMinder brand with external customers. The Analyst accomplishes this by providing level 1 technical assistance and support in an efficient and courteous manner to ensure our customers achieve success.  

Requirements

As a Service Desk Analyst, you will:

  • Provide technical support through phone, email and other media where necessary for all SiteMinder labeled products and services to internal and external customers, with a primary focus on North, Central and South American clients.
  • Identify each customer's support and configuration requirements.
  • Ensure all cases are resolved or escalated in a timely manner, prioritizing cases in accordance to SiteMinder's service level agreements (SLAs) and individual key performance indicators (KPIs).
  • Ensure all issues are logged accurately in SiteMinder's CRM system (Salesforce) and that all cases are closed.
  • Solid candidates should have the following:
  • 1 to 2 years of experience in a professional tech support or customer service role, preferably in a call center environment.
  • Bilingual fluency in Spanish AND English. Exceptional verbal and written communication in both languages with particularly strong phone skills.
  • A great capacity for customer interaction and conflict resolution with experience diagnosing and troubleshooting web browser and connectivity issues.
  • Some experience or familiarity with hotel and/or travel technology is a big plus.
  • A passion for the online technology space and a strong technical aptitude.
  • Goal-oriented: motivated to set and exceed targets.
  • SiteMinder 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 unlimited lattes.
  • Weekly office happy hours and regularly company-sponsored team and office events.
  • Contemporary, collaborative office space with the latest technology.
  • Global exposure. With over 400 employees in our international offices (Sydney, London, Bangkok and Galway) and 26,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe.
  • Job type
    Full-time
    Location
    Dallas, TX, United States
    Department
    Other
    Languages
    English
    Starting in
    As soon as possible
    Contract duration
    Indefinite

    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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