The Role
Customer Solutions Consultant- German & English Bilingual
The Customer Solutions Consultant will provide frontline technical assistance and support to SiteMinder customers across Europe. The Customer Solutions Consultant is the first point of contact for SiteMinder’s valued customers and as such, is key to maintaining the SiteMinder brand with our customers.
As a Customer Solutions Consultant, you will:
- Provide technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across German and English-speaking Europe.
- Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary.
- Identify each customer's support and configuration requirements, set the customer expectation and resolve the customer's issue, delivering against the customer's expectations and your key performance indicators (KPIs).
- Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately.
- Ensure all issues are logged accurately in SiteMinder's CRM (Salesforce) and that are cases are closed.
- High level of customer service and IT technical knowledge
- Fluent German and English communication skills, both verbal and written
- Strong Analytical skills - you'll be able to quickly analyze problems, determine the root cause and reach a resolution
- Desirable Skills:Technical knowledge: Linux/HTML/XML/Operating Systems and web related products
- An ability to operate across several computer platforms and environments - all at the same time
- An ability to diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries
- Great capacity for customer interaction and conflict resolution
- A love of customer interaction and the capacity to support a range of customers with differing needs and experiences
- Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes
- Good written and verbal communication skills
- Ability to troubleshoot issues and guide customer through problem solving
- Stakeholder management and working across internal teams to manage customer issues
- Previous experience working remotely is desirable
