Customer Configurations Analyst-(English/Spanish)
eTeam Singapore
Bonifacio Global City Taguig,, Singapore, SG
3d ago

CustomerConfigurationsAnalyst

TheCustomerConfigurationsAnalyst (CCA) will provide frontline technical assistance and support to SiteMindercustomersacross Spanish, French, German, Mandarin and English-speaking countries.

The CCA is the first point of contact for SiteMinder's valuedcustomersand as such, is key tocustomerretention and maintaining the SiteMinder brand.

  • Have a high level ofcustomerservice and IT technical knowledge
  • Are fluent in English and the languages mentioned above, 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 of accuracy.
  • Ability to adapt and evolve with new processes and changes quickly.
  • Ability to thrive in a fast-paced, agile, and dynamic environment.
  • Operates across several computer platforms and applications at the same time.
  • A love ofcustomerinteraction and the capacity to support a range ofcustomerswith differing needs and experiences.
  • Experience working within a high-volume telephone-based SLA and KPI driven environment where your success is determined by greatcustomeroutcomes.
  • Self-starter with the ability to multitask, manage own time and work under pressure
  • Providing technical support for all SiteMinder labeled products and services to internal and externalcustomers, with a primary focus oncustomersacross Spanish and English-speaking countries.
  • Developing strongcustomerrelationships by providing exceptional technical support and high levels ofcustomerservice utilizing phone, email and other communication channels.
  • Identifying eachcustomer's support andconfigurationrequirements, setting expectations and resolving 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
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