SiteMinder
Global Support
CustomerTechSupport-Spanish-(Matcover-remote)
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Tech Support - Spanish - (Mat cover - remote) at SiteMinder. Skills: Customer Success, Technical Support. Develop customer relationships. Provide exceptional technical and analytical support”
What You'll Achieve.
Positively impact customer loyalty and satisfaction levels; Deliver against your key performance indicators (KPIs)
Industry & Context.
Problem-solving; Troubleshooting; Analytical skills; Root cause analysis
Maternity cover (6-12 months), Cover LATAM hours, Ability to travel to our office if required, at least three times a week, Ability to work on shifting schedules, including weekends and holidays
What They're Looking For.
Must Have
Fluent in English and Spanish, Excellent verbal and written communication skills, Excellent problem-solving and troubleshooting skills, Organizational and time management skills, Attention to detail, Process improvement mindset, Ability to effectively prioritize and execute tasks, Experience working in a high-volume, telephone-based, SLA- and KPI-driven environment, Stakeholder management, Ownership mentality, Ability to diagnose and troubleshoot web browser and connectivity issues, Capacity for customer interaction and conflict resolution, Ability to support a range of customers, Ability to communicate technical information, Ability to travel to our office if required, at least three times a week, Ability to work on shifting schedules, including weekends and holidays
Nice to Have
Technical knowledge, especially from a hotel background, Proven ability to manage remote working successfully, Agility to operate seamlessly across several platforms and system environments simultaneously, Innate curiosity, Proactive mindset, Ability to think outside the box, Business acumen
What You'll Do.
Develop customer relationships
Provide exceptional technical and analytical support
Provide high levels of customer service
Identify customers’ specific support and configuration requirements
Deliver against key performance indicators (KPIs)
Ensure all cases are resolved or escalated in
Prioritize your caseload appropriately
Ensure all customer issues are logged accurately
Actively participate in product enhancement and training sessions
Help develop and evolve SiteMinder products and systems
Provide innovative and comprehensive feedback
Test compatibility of new features
Document observations and outcomes
Keep up to date with technical and feature
Unlock the potential in our support process
Identify and take ownership of improving methods and
How You'll Work.
Team & Collaboration
Interpersonal interactions; Interdepartmental interactions; Internal teams; External teams; Partners
Communication Scope
Verbal communication; Written communication
Full Job Description
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. About the Customer Solutions Analyst role... This role is a temporary maternity cover (6-12 months) Will cover LATAM hours Our Technical Support team is an integral link for our 33k+ customers to get the most out of our SaaS solutions. You will become part of an upbeat, high-energy work environment with a myriad of diverse interpersonal and interdepartmental interactions, whilst learning invaluable and transient on-the-job skills. You will use your experience, personality, and people skills to make an immediate contribution to our team and positively impact customer loyalty and satisfaction levels. We want you to be our Customer Solutions Analyst - Spanish and English, where you will provide frontline technical assistance and support to SiteMinder customers globally. As the first point of contact, you will be a key asset in maintaining SiteMinder brand
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