Technical Support Specialist

hace 3 semanas

Barcelona, Barcelona, España Siteminder A tiempo completo

At SiteMinder, we empower diverse teams to drive innovation. Our inclusive culture enables employees to bring their unique perspectives and be proud of doing so. We're better together.

About Us

We love technology, but hoteliers want simplicity. Since 2006, we've innovated our world-leading hotel commerce platform to help accommodation owners find and book more guests online quickly and simply. We've helped boutique hotels, big chains, and everything in between. Today, we're the world's leading open hotel commerce platform, supporting 44,500 hotels in 150 countries, with over 100 million reservations processed every year.

About the Technical Support Specialist Role

The Customer Solutions Consultant will provide technical assistance and advice to SiteMinder customers and partners across the region. Their knowledge and insights are key to maintaining the SiteMinder brand and providing opportunities for customers to better integrate our products and services.

Responsibilities
  • Provide technical support to all SiteMinder labelled products and services to internal and external customers, with a primary focus across the Spanish speaking world.
  • Develop strong customer relationships by providing exceptional technical support and consultation across our phone, chat, and other contact channels.
  • Identify customer support and configuration requirements, set customer expectations, and resolve issues, delivering against customer demands and internal KPIs.
  • Ensure all cases are resolved in a timely manner in accordance with company SLAs and personal KPIs.

Act as a technical expert, identifying issues and communicating them internally. Act as an escalation point for frontline teammates, guiding and empowering them to find solutions or stepping in to resolve customer issues personally.

Requirements

You have:

  • A high level of customer service and IT technical skills.
  • Fluent German and English communication skills, both written and verbal.
  • Strong analytical skills to quickly analyse problems, determine root causes, and reach resolutions.
  • An ability to operate across multiple technical platforms and systems in a fast-paced, KPI-driven environment.
  • An ability to diagnose and troubleshoot web browser and connectivity issues.
  • A great capacity for internal and external customer interaction, as well as conflict resolution.
  • Stakeholder management and working across internal teams to find solutions.

We estimate a salary range of $60,000 - $80,000 per year, based on location and industry standards.

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