Customer Tech Support

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 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder's technology every year.

About this Customer tech support role...

This role 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 our customers to better integrate our products and services.

What you'll do...

• Provide Technical Support to all SiteMinder labelled products and services to
  internal and external customers

• Develop strong customer relationships by providing exceptional technical support
  and consultation, across our phone, chat and other contact channels.

• Identify customer issues and configuration requirements, set customer
  expectations and resolve their 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 issues and
  requirements internally.

• Act as an escalation point for frontline teammates, guiding and empowering them to
  find solutions, or stepping in to resolve customer issues personally.

What you'll have...

• High level of customer service and IT technical skills.

• Fluent French communication skills, both written and verbal.

• Strong Analytical skills - You'll be able to quickly break down problems, find out the root cause and reach a resolution.

• 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.

• Great capacity for both internal and external customer interaction as well as conflict
  resolution.

• Stakeholder management and working across internal teams to find solutions

Our Perks & Benefits…

- Equity packages for you to be a part of the SiteMinder journey 

- Hybrid working model (in-office & 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.