[{{ $ctrl._job.status.name | translate}}] Service Desk Analyst - German & English Bilingual
SiteMinder

Posted
Interested in this opportunity ?

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 also 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 30,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. After solidifying Europe as our largest customer base, we launched our Galway office in 2016 and continue to dominate the European market through aggressive expansion and top notch service. 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

The Service Desk Analyst will provide frontline technical assistance and support to SiteMinder customers across German and English-speaking Europe. The Service Desk Analyst is the first point of contact for SiteMinder’s valued customers and as such, is key to maintaining the SiteMinder brand with our customers. 

Sound like you fit in?

Then we’d love to hear from you! Please submit your CV and we will be in touch.

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 customers across German-speaking and English-speaking Europe.
  • Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary.
  • Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs).
  • Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately.
  • Ensure all issues are logged accurately in SiteMinder's CRM (Salesforce) and that are cases are closed.
  • What you bring:
  • Passion for customer service and assisting customers with their queries.
  • Languages: Fluent German and English communication skills, both verbal and written.
  • Troubleshooting skills - you'll be able to quickly analyse problems, determine the root cause and reach a resolution.
  • A love of customer interaction and the capacity to support a range of customers with differing needs and experiences.
  • Will be working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes.
  • What we bring (SiteMinder perks!):
  • Supportive management who love coaching and growing talented people
  • Great city centre location with waterfront views of the harbour
  • Contemporary, collaborative office space with the latest technology
  • First class product training programme on our market leading products that solve real problems
  • Various travel and industry-related discounts
  • Weekly office happy hours and regular employee events
  • Unlimited coffee and tea and company-paid "breakfast bar"
  • Global exposure. With over 500 employees in our international offices (Sydney, London, Bangkok and Galway) and 30,000+ 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
    United Kingdom
    Department
    Guest Relations, Customer Service
    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.

    Other suggested jobs

    {{:: 'Bartender - Fischer\'s' | ellipsis : 40 : true }}

    {{:: 'Corbin & King' | ellipsis : 35 : true }}

    {{:: 'Savoy Tea - Shop Assistant' | ellipsis : 40 : true }}

    {{:: 'The Savoy' | ellipsis : 35 : true }}

    {{:: 'Guest Service Agent' | ellipsis : 40 : true }}

    {{:: 'London Marriott West India Quay Hotel' | ellipsis : 35 : true }}
    Interested in this opportunity ?
    Other jobs
    View 31 other offers