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