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 41,000 hotels in 150 countries - with over 100 million reservations processed by SiteMinder’s technology every year.
About the Senior Transaction Solutions Consultant role...
The role of the Senior Transaction Solutions Consultant is to be the Global Support subject-matter-expert for SiteMinder Pay, Demand Plus, and GDS products. The Senior Transaction Solutions Consultant is responsible for resolving escalated inbound and outbound transaction issues, servicing transaction dispute cases within service level agreements, and assisting in the operational management of the Transaction support team.
The SiteMinder Pay and Demand Plus business units are new products within SiteMinder, and play a significant role in our growth aspirations. You will be part of a small and agile escalation support team, helping to define our processes and deliver great customer experiences as we grow.
What you'll do...
- Solving simple to complex payment issues for customers using the Pay and Demand Plus products in a timely manner.
- Answer technical questions from customers or our internal team about Pay and Demand Plus products
- Handle escalated inquiries from the support team, taking ownership of customer’s problems and seek to identify, respond and resolve issues for the customer.
- Monitoring and coaching team member performance to meet daily SLAs and KPIs ▪ Partner with Manager and Payment teams to identify user pain points and potential solutions
- Train and educate internal support and onboarding teams on new product features and handling of customer issues
- Ensure SiteMinder Pay and Demand Plus process documentation is clear and updated
- Continually seek to identify new knowledge and contribute to SiteMinder’s shared knowledge base.
- Demonstrate commitment to the team’s work, to ensure the team achieves its goals, objectives and SLA’s.
What you have…
- Preferred experience working with SiteMinders’ Transactional Pay/DemandPlus products
- Technical background and ability to understand, evaluate, and discuss internal SiteMInder systems and processes to drive improvements
- Excellent communication skills, with the ability to engage technical, operations, and commercial team members
- Focused on surpassing individual KPI’s and SLA’s while driving team performance through monitoring, training, and feedback
- Great capacity for coaching others in technical knowledge and resolution management
- Strong collaborative work style and background
- Track record of excellent customer interaction and conflict resolution
- Ability and track record of task ownership to completion, with a keen eye for detail
- Be highly driven and have the ability to work in an autonomous environment
- Have the ability to manage multiple tasks under pressure
- Be encouraging, understanding and respectful towards SiteMinder’s customers, team members and other staff
- Transparent communication with management and peers
- To approach work with enthusiasm, energy, dedication and integrity
Our Perks & Benefits…
- Equity packages for you to be a part of the SiteMinder journey
- Hybrid working model (in-office & from home) or Fully remote working 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.
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