Premium Services Consultant

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 50,000 hotels in 150+ countries - with over 130 million reservations processed by SiteMinder’s technology every year. Premium Services Services Consultant It is the first point of contact for SiteMinder’s valued customers, in particular, our Enterprise VIP and Partner customers. As such, it is key to maintaining the SiteMinder brand. Our VIP priority customers often have more complex requirements and integrations, requiring a higher level of case management to ensure that they receive outstanding levels of customer services. This role significantly contributes to the successful operational and quality KPI outcomes of the Service Desk. What you'll do... Being a service champion for SiteMinder VIP customers and partners Providing Level 2 technical support for all SiteMinder labeled products and services utilizing email, phone and other avenues as appropriate, with a primary focus on Enterprise VIP and Partner customers Troubleshooting and diagnosing customer issues in line with SiteMinder Customer Service Guidelines, ensuring compliance to SLAs Case managing escalations and assisting with Critical Incidents through to completion, working with internal and external departments to resolve as required (Onboarding, Product, App Support etc.) Ensuring that cases which cannot be resolved are escalated in an accurate and timely manner Ensuring that all issues are logged accurately on SiteMinder’s CRM system, and that all cases are closed. Adhering to relevant processes, procedures and policies of SiteMinder’s Service Desk to ensure a consistently high level of customer service. Where necessary identify shortfalls in the process and procedures and suggest process improvements. Follow SiteMinder’s best practice procedures, specifically in regards to escalating any security concerns or breach of security. Coaching and mentoring new and existing staff on Standard Operating Procedures (SOP and Standards) Acting as a Knowledge Champion by contributing to SiteMinders shared knowledge centre What you have... Are highly experienced and passionate about providing high levels of customer service Excel in conflict resolution and troubleshooting, specifically in the areas of web browser and connectivity issues Have the ability to work across different departments in order to resolve problems and define solutions Have knowledge of Linux/HTML/XML/Operating Systems and web related products Thrive working in an SLA and KPI driven environment Have a desire to create and share knowledge and mentor others Live and breathe our SiteMinder Values Our Perks & Benefits… - Equity packages for you to share in SiteMinder's growth and successes - Hybrid working model in a prime location in Barcelona - Investment in your personal growth with a structured and foreseeable career pathway - Private health insurance - Cloudworks co-working community - events, discounts, breakfasts… - Discount for your Urban Sports Club subscription - Mental health and well-being initiatives - Generous parental (including secondary) leave policy - Paid birthday, study and volunteering days off every year - Fun quarterly social and team events - Employee Resource Groups (ERG) to help you connect and get involved 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.