Premium Services Consultant

4 days ago

Sydney, Australia SiteMinder Full time

This job is important because it is the first point of contact for SiteMinder’s valued customers, in particular, our Enterprise Key Account customers. As such, it is key to maintaining the SiteMinder brand.

Our Premium customers usually have more complex requirements and integrations, requiring a higher level of case management and technical skills to ensure that they receive outstanding levels of customer service. This role significantly contributes to the successful operational and quality KPI outcomes of the Global Support.

People who are successful in this role:

- 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
- Are great communicators, building strong relationships with their customers, peers and other SiteMinder teams
- 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 environmentHave a desire to create and share knowledge and help others
- Must be fluent in business level English and Spanish
- Live and breathe our SiteMinder Values

This job is all about helping customers by:

- Troubleshooting and diagnosing customer issues in line with SiteMinder Customer Service Guidelines, ensuring compliance to SLAs
- Managing escalations and assisting with any Incidents through to completion, working with internal and external departments to resolve as required (OB, Product, AppOps, Partner Integrations team etc.)
- Ensuring that cases which cannot be resolved are escalated in an accurate and timely manner to relevant teams
- 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 Global Support 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

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