Customer Solution Consultant

About the role

SiteMinder has been building a world leading hotel commerce platform since 2006, helping accommodation owners find and book more guests online with simplicity and speed. The company supports 50,000 hotels across more than 150 countries and processes over 130 million reservations each year through its technology. The Customer Solution Consultant will play a vital role in delivering technical assistance and guidance to SiteMinder customers and partners throughout the region. This person will combine deep IT knowledge with strong customer service skills to help clients integrate SiteMinder products and services effectively. Their contributions directly support the SiteMinder brand and create opportunities for customers to get the most from the platform. The role is essential to maintaining strong relationships with customers and ensuring that SiteMinder's reputation for reliable support is upheld across the APAC region.

Key facts

What you'll do

• Provide technical support for all SiteMinder labelled products and services to both internal teams and external customers, focusing on the Thai language speaking APAC region.
• Build strong customer relationships by delivering exceptional technical support and consultation through phone, email, and other contact channels.
• Identify customer support and configuration needs, set clear expectations, and resolve issues while meeting customer demands and internal KPIs.
• Ensure all support cases are closed in a timely manner, following company SLAs and personal performance targets.
• Serve as a technical expert by identifying problems and communicating issues and requirements to internal teams.
• Diagnose and troubleshoot web browser and connectivity issues that customers may encounter during their use of SiteMinder products.
• Operate across multiple technical platforms and systems in a fast-paced, KPI-driven environment.
• Deliver high quality customer service and IT technical support to maintain strong customer satisfaction scores.
• Work with internal stakeholders across teams to find effective solutions for customer challenges.
• Manage conflicts and difficult interactions with both internal and external customers in a professional and constructive manner.
• Document customer interactions and resolutions to support knowledge sharing and continuous improvement.
• Contribute to the development of support processes and best practices within the customer solutions team.

Requirements

• High level of customer service skills and solid IT technical knowledge.
• Fluent English communication skills with both written and verbal proficiency.
• Strong analytical skills to quickly analyze problems, determine root causes, and reach effective resolutions.
• Ability to operate across multiple technical platforms and systems in a fast-paced, KPI driven environment.
• Ability to diagnose and troubleshoot web browser and connectivity issues.
• Great capacity for both internal and external customer interaction as well as conflict resolution.
• Stakeholder management skills and the ability to work across internal teams to find solutions.
• Previous experience working in a high volume contact centre providing technical customer support is desirable.
• Previous experience working in the hospitality industry in a technical or guest facing capacity is desirable.

Nice to have

• Prior experience supporting hotel or travel technology products in a customer facing role.
• Familiarity with APAC region markets and cultural awareness for Thai speaking customer bases.
• Experience working with CRM or ticketing systems to track, manage, and resolve customer cases.
• Background in multilingual support or working with non-English speaking customer bases.

Skills & tools

• Proficiency in IT technical support and troubleshooting methodologies.
• Strong written and verbal English communication abilities.
• Analytical thinking and problem solving skills.
• Customer relationship management and conflict resolution techniques.
• Knowledge of web browser technologies and network connectivity fundamentals.
• Familiarity with KPI driven performance environments and service level agreements.

Practical notes

• This role is based in Bangkok and is not a remote position.
• SiteMinder offers a hybrid working model combining in-office and from home arrangements.
• Employees receive equity packages as part of their compensation and benefits.
• The company provides mental health and well-being initiatives to support staff.
• Generous parental leave including secondary leave is available to eligible employees.
• Paid birthday, study, and volunteering leave are offered every year.
• Sponsored social clubs, team events, and celebrations are part of the company culture.
• Employee Resource Groups are available to help staff connect and get involved.
• The company invests in personal growth through training and advancement opportunities.
• When applying, candidates should include their pronouns and any adjustments needed during the interview process.
• SiteMinder encourages people from underrepresented groups to apply.