Customer Solutions Analyst
Core
Provide technical guidance and support to SiteMinder customers and partners across the English-speaking APAC region via phone, chat, and other channels.
Role type
Senior IC customer solutions analyst (voice & chat)
Builds
Customer support solutions and brand reputation for hotel commerce platform
Domain
Hotel technology / SaaS
Deliverable
client delivery
Required skills
technical troubleshooting, root cause analysis, SLA management, escalation handling, cross-platform diagnosis, conflict management
Preferred skills
experience in technical support, strong analytical skills, comfort in fast-paced KPI-driven environments
Technologies
browser, connectivity, software platforms
Responsibilities
Provide technical support for all SiteMinder products and services; Build strong customer relationships by delivering exceptional support and advice; Understand customer requirements, set expectations, and resolve issues efficiently; Ensure all cases are resolved promptly in line with company SLAs; Act as a technical expert, identifying issues and communicating requirements internally; Serve as an escalation point for frontline teammates
Seniority
Mid-level, hands-on IC
