Service Delivery Associate
3 days ago
We are currently seeking a Service Delivery Associate to join our team as an English and Spanish Customer Solutions Analyst.
In this role, you will be responsible for providing frontline technical assistance and support to SiteMinder customers globally.
As a Service Delivery Associate, you will be part of an upbeat, high-energy work environment with a myriad of diverse interpersonal/interdepartmental interactions while learning invaluable and transient on-the-job skills.
Your Key Responsibilities
- Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service using Phone, Email, Chat, and other mediums where appropriate.
- Identify customers' specific support and configuration requirements, set customer expectations, and resolve customer 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, prioritizing caseload appropriately.
- Ensure all customer (internal and external) issues are logged accurately in SiteMinder's CRM tool (SalesForce).
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