Customer Tech Support – Spanish

This is a fully remote position, open to applicants in India.

📋 Description

• Cultivate robust customer relationships by delivering outstanding technical and analytical support, combined with exceptional customer service through Phone, Email, Chat, and other suitable channels.

• Recognize specific support and configuration needs of customers, set clear expectations, and address issues effectively, achieving your key performance indicators (KPIs).

• Ensure all cases are addressed or escalated to the appropriate stakeholder promptly in line with company service level agreements (SLAs) and individual KPIs, prioritizing your workload effectively.

• Accurately document all customer issues (both internal and external) in SiteMinder’s CRM tool (Salesforce).

• Actively engage in product enhancement and training sessions, whether face-to-face, virtual, or through self-directed learning.

• Contribute to the development and advancement of our SiteMinder products and systems by offering innovative and thorough feedback.

• Assess the compatibility of new features with existing product functionalities and systems, recording observations and results.

• Stay informed about technical and feature advancements by attending workshops, reviewing internal communications, and participating in both face-to-face and virtual training sessions.

• Enhance the potential of our support processes by identifying and taking initiative to improve our various methods and procedures.

⛳️ Requirements

• High level of customer service and analytical skills, capable of quickly evaluating an issue, identifying its root cause, gauging its impact, and arriving at a solution.

• Technical expertise, particularly with a background in the hotel industry.

• Proficient in English and Spanish, possessing excellent verbal and written communication abilities.

• Outstanding problem-solving and troubleshooting capabilities.

• Strong organizational and time management skills, with a keen attention to detail and a focus on process improvement.

• Ability to prioritize and execute tasks effectively in a fast-paced environment.

• Proven track record of successfully managing remote work regarding teamwork, learning and development, productivity, and motivation.

• Experience in a high-volume, telephone-based environment driven by SLAs and KPIs.

• Stakeholder management skills and a sense of ownership when collaborating with internal and external teams and partners.

• Flexibility to operate efficiently across multiple platforms and system environments simultaneously.

• Capacity to diagnose and troubleshoot web browser and connectivity issues to assist in resolving less complex customer queries.

• Strong aptitude for customer interaction and conflict resolution.

• Ability to assist a diverse range of customers with varying needs and technical proficiency, communicating technical concepts in an understandable manner to non-technical clients.

• Natural curiosity, proactive mindset, and the ability to think creatively.

• Strong business acumen aligned with supporting the goals of the support business.

• Willingness to travel to our office if necessary, at least three times per week.

• Availability to work on varied schedules, including weekends and holidays.

🏝️ Benefits

• Mental health and well-being initiatives

• Paid birthday, study, and volunteering leave each year

• Sponsored social clubs, team events, and celebrations

• Employee Resource Groups (ERGs) to help you connect and engage

• Investment in your personal growth with training opportunities for advancement