Premium Services Consultant

About the role

You serve as the first point of contact for SiteMinder's valued customers, with a specific focus on Enterprise VIP and Partner clients, ensuring the brand promise is upheld at every interaction. This role owns the complete lifecycle of complex customer cases, from initial contact through resolution and closure, maintaining meticulous standards. You are responsible for providing Level 2 technical support across all SiteMinder labeled products and services, utilizing appropriate communication channels to deliver consistent and reliable assistance. A core part of this position involves case managing escalations and Critical Incidents, coordinating with internal and external departments such as Onboarding, Product, and App Support to achieve timely resolutions. You will ensure that every issue is logged accurately within SiteMinder's CRM system and that cases are progressed and closed according to defined procedures. This role significantly contributes to the operational and quality KPI outcomes of the Service Desk, directly impacting customer satisfaction and retention. You will actively identify process shortfalls and suggest improvements to enhance the overall effectiveness of the Service Desk. Finally, you act as a Knowledge Champion, contributing to the shared knowledge centre and helping to build the collective expertise of the team.

Key facts

What you'll do...

• Act as a service champion for SiteMinder VIP customers and partners, representing the company with professionalism and empathy.
• Provide Level 2 technical support for all SiteMinder labeled products and services, prioritizing Enterprise VIP and Partner customers via email, phone, and other appropriate avenues.
• Troubleshoot and diagnose customer issues in strict accordance with SiteMinder Customer Service Guidelines, ensuring strict compliance to SLAs and quality standards.
• Case manage escalations from Level 1 and complex queries, coordinating with internal and external departments such as Onboarding, Product, and App Support to resolve issues.
• Handle Critical Incidents through to completion, ensuring clear communication and structured follow-up as required by company protocols.
• Ensure that all unresolved cases are escalated accurately and in a timely manner to the relevant specialist teams.
• Log every issue accurately within SiteMinder's CRM system, maintaining detailed records and ensuring all cases are closed properly.
• Adhere to all relevant processes, procedures, and policies of SiteMinder's Service Desk to guarantee a consistently high level of customer service.
• Identify any shortfalls in existing processes and procedures, proposing constructive process improvements to optimize team performance.
• Follow SiteMinder's best practice procedures, particularly regarding the escalation of any security concerns or breaches of security.
• Coach and mentor new and existing staff on Standard Operating Procedures (SOP) and Standards to elevate team capability.
• Act as a Knowledge Champion by actively contributing to SiteMinder's shared knowledge centre, enhancing the repository for future use.

Requirements

You must be highly experienced and passionate about providing high levels of customer service, demonstrating a proven track record in demanding environments. You must excel in conflict resolution and troubleshooting, specifically in the areas of web browser and connectivity issues, to resolve complex problems efficiently. You must have the ability to work across different departments in order to resolve problems and define solutions collaboratively with cross-functional teams. You must have knowledge of Linux, HTML, XML, Operating Systems, and web related products to understand technical contexts and communicate effectively with technical stakeholders. You must thrive working in an SLA and KPI driven environment, consistently meeting or exceeding defined performance metrics. You must have a strong desire to create and share knowledge and mentor others, fostering a culture of learning and improvement within the support team. You must live and breathe our SiteMinder Values, embodying the company principles in every interaction and decision.

Practical notes

LENGTH: 700-900 words. No HTML, no markdown, no em dashes.

Output the page only.

When you apply, please tell us the pronouns you use and any adjustments you may need during the interview process. We encourage people from underrepresented groups to apply.