Configuration Success Analyst
SiteMinder
- Manila City, Metro Manila
- Permanent
- Full-time
- Providing back end technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across English-speaking countries.
- Developing strong customer relationships by providing exceptional onboarding, technical support assistance, and customer retention by providing high levels of customer service utilizing phone, email, and other communication channels.
- Analyzing and providing insights to the customer in setting up the product and overall guest acquisition strategy by driving more awareness
- Build relationships with the customer to promote retention and loyalty.
- Provide continuous feedback on process improvements and on products to mitigate attrition.
- Identifying each customer's support and configuration requirements, setting expectations, and resolving issues whilst delivering against the role key performance indicators (KPIs).
- Ensuring 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, prioritizing caseload appropriately.
- Ensure that all issues are logged accurately on our client's CRM system, and that all cases are closed.
- Assisting with ad-hoc requests as required by management
- Provide training and support for new team members
- Following our client's practice process and procedures, specifically regarding escalating any security concerns or breach of security.
- Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift. supporting multiple regions across APAC,EMEA & AMERS.
- Have a high level of customer service and exposure to high growth tech products
- Fluent English communication skills, 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 a high level of accuracy.
- Operates across several computer platforms and applications at the same time.
- Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.
- Experience working within a high-volume 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 pressure
- A collaborator by nature and focused on building long-term relationships with clients
- Ability to adapt and evolve with new processes and changes quickly.
- Ability to thrive in a fast-paced, agile, and dynamic environment.