Customer Solutions Consultant

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together

What We Do

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.
- We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.
- And today, we’re the world’s leading open hotel commerce platform, supporting 34,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.

About the technical customer support role...

The Customer Solutions Consultant is a Technical Customer Support role that will provide frontline technical assistance and support to SiteMinder customers across Europe. The Customer Solutions Consultant is the first point of contact for SiteMinder’s valued customers and as such, is key to maintaining the SiteMinder brand with our customers.

What you’ll do
- Provide technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across French and English-speaking Europe.
- 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’ll have...
- High level of customer service and IT technical knowledge
- Fluent French and English communication skills, both verbal and written.
- Strong Analytical skills - you'll be able to quickly analyse problems, determine the root cause and reach a resolution
- Desirable Skills:Technical knowledge: Linux/HTML/XML/Operating Systems and web related products
- An ability to operate across several computer platforms and environments - all at the same time
- An ability to diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries
- Great capacity for customer interaction and conflict resolution
- A love of customer interaction and the capacity to support a range of customers with differing needs and experiences
- Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes
- Good written and verbal communication skills
- Ability to troubleshoot issues and guide customer through problem solving
- Stakeholder management and working across internal teams to manage customer issues
- Previous experience working remotely is desirable
- There may be a small amount of travel involved once a quarter. Ability to travel to our Galway, Ireland office if needed.

Our Perks & Benefits
- Equity packages for you to be a part of the SiteMinder journey
- Remote working model (from home)
- Mental health and well-being initiatives
- Generous parental (including secondary) leave policy
- Paid birthday, study and volunteering leave every year
- Sponsored social clubs, team events, and celebrations
- Employee Resource Groups (ERG) to help you connect and get involved
- Investment in your personal growth offering training for your advancement

Does this job sound like you? If yes, we'd love for you to be part of our team Please send a copy of your resume and our Talent Acquisition team will be in touch.
- When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.

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