Have a high level of customer service and IT technical knowledge
Are fluent in English and Spanish, both verbal and written.
Strong troubleshooting skills - you will be able to quickly analyze problems,
determine the root cause, reach a resolution, and resolve issues with high level
Ability to adopt and evolve with new processes and changes quickly.
Ability to thrive in a fast-paced, agile, and dynamic environment.
Operate across several computer platforms and applications at the same time.
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.
Self-starter with the ability to multitask, manage own time and work under
Providing technical support for all SiteMinder labeled products and services to
internal and external customers, with a primary focus on customers across
Spanish and English-speaking countries.
Developing strong customer relationships by providing exceptional technical
support and high levels of customer service utilizing phone, email and other
Identifying each customer's support and configuration requirements, set
expectations and resolve issues whilst delivering against the role key
performance indicators (KPIs).
Ensuring all cases / Tasks 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.
Ensuring all issues are logged accurately in SiteMinder's CRM (Salesforce)
Assisting with all ad-hoc requests as required by management
Following SiteMinder’s practice process and procedures, specifically in regard
to escalating any security concerns or breach of security.
Providing support on a 24 / 7 rotating roster