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 Transaction Solutions Analyst role...
It is an escalation specialist for Partner Support Services and a subject matter expert for SiteMinder’s GDS customers. The main objectives are to provide Level-2 solutions for Partner-related cases and to effectively provide technical support, implementation, and training to SiteMinder’s Global Distribution System (GDS) and Meta customers. Developing and performing advanced technical tasks and exhibiting strong Customer-centric skills by assisting and managing the relationship between SiteMinder, Partners, and GDS Customers.
What you'll do...
- As a Partner Solutions Consultant, demonstrate a high level of service and ensure the team achieves it goals, objectives and SLA’s.
- Provide level 2 technical support for all SiteMinder labeled products and services with a primary focus on Partner Support
- Case management ensuring that all support cases are resolved for escalated o the appropriate team in a timely manner in accordance with SiteMinder’s SOPs and service level agreements.
- Continual learning and improvement in technical knowledge and troubleshooting techniques, with the ultimate goal of solving complex-issues in a Customer-friendly manner
- Be a GDS subject matter expert. Have an in-depth understanding of the technology, service delivered, and the tools used.
- Coordinate GDS deployments and training, set the customer expectation and resolve the customer issue, deliver against the KPIs.
- Follow SiteMinder’s best practice procedures, specifically in regard to escalating any security concerns or breach of security.
- Working smoothly with the global Partner Support team, collaborating to make the best Customer-experience possible
What you'll have...
- Act as a service champion for SiteMinder Partner Support Services
- Have experience in L2 escalations and/or logs
- Have a desire and drive to become an expert in GDS Services, Reservations Management: CRS and META search
- Manage escalations and assist with critical incidents through to completion, working with internal and external departments to find the best solution
- Self-driven to constantly improve their own knowledge or that of the team
- Great capacity for customer interaction and conflict resolution
- Strong self-starter and experience working within an SLA or KPI driven environment
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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