Customer Solutions Analyst – Spanish

Responsibilities

• Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service, utilising Phone, Email, Chat, and other appropriate mediums.
• Identify customers’ specific support and configuration requirements, set expectations, and resolve issues, delivering against your key performance indicators (KPIs).
• Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising your caseload appropriately.
• Ensure all customer (internal and external) issues are logged accurately in SiteMinder’s CRM tool (Salesforce).
• Actively participate in product enhancement and training sessions (F2F, virtual, or self-learning).
• Help develop and evolve our SiteMinder products and systems by providing innovative and comprehensive feedback.
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