Customer Solutions Analyst

SiteMinder Limited; Manila; On-site; PHP 350,000 - 550,000; Full time

Benefits offered by this job

Equity packages

Hybrid work model

Mental health initiatives

Parental leave

Birthday/Study/Volunteering leave

Social clubs & events

Employee Resource Groups

Personal growth training

Job summary

SiteMinder Limited in the APAC region is seeking a Customer Solutions Analyst – Voice & Chat to provide technical guidance and support to customers and partners across the region, ensuring the SiteMinder brand remains strong while customers maximise value from our products and services.

You will build relationships through phone and chat, understand requirements, diagnose issues, and escalate or resolve complex problems, contributing to customer success and meeting internal KPIs in a fast-paced,

Qualifications

• Experience in a technical support role, with strong customer service skills and a solid technical foundation.
• Tech-savvy with the ability to understand and troubleshoot complex technical issues.
• Fluent English communication, both written and verbal.
• Strong analytical skills to quickly assess problems, identify root causes, and implement effective solutions.
• Comfort working across multiple technical platforms in a fast-paced, KPI-driven environment.
• Ability to diagnose and troubleshoot browser, connectivity, and software issues.
• Excellent interpersonal skills for engaging with customers and internal teams, with the ability to manage conflicts professionally.

Responsibilities

• Provide technical support for all SiteMinder products and services to internal and external customers, with a primary focus on the English-speaking APAC region.
• Build strong customer relationships by delivering exceptional support and advice across phone, chat, and other channels.
• Understand customer requirements, set expectations, and resolve issues efficiently, meeting both customer needs and internal KPIs.
• Ensure all cases are resolved promptly in line with company SLAs and personal KPIs.
• Act as a technical expert, identifying issues and communicating requirements internally.
• Serve as an escalation point for frontline teammates, guiding them to solutions or stepping in to resolve complex issues directly.

Skills

Technical support

Customer service

English fluency

Analytical skills

Multi-platform tech

Troubleshooting

Interpersonal skills

Job description

At SiteMinder, we believe our success comes from our people. We build diverse, inclusive teams where different voices, backgrounds and perspectives are valued. Our differences drive innovation for our customers, and our people bring the ideas, expertise and energy that help us keep moving forward. We’re better together.

What we do…

Right now, somewhere in the world, a hotel is taking a booking or increasing their revenue through technology you could help build. SiteMinder is the world’s leading hotel commerce platform. For more than 20 years, we’ve helped hotels attract guests, maximise revenue, forecast demand and perform at their best. Today, our platform supports 56,000+ hotels in 150+ countries, connects to 3,000+ partners and powers more than 140m reservations and AU$85 billion+ in hotel revenue each year.

About the Customer Solutions Analyst role…

The Customer Solutions Analyst – Voice & Chat will provide technical guidance and support to SiteMinder customers and partners across the region.

Your knowledge and insights will be key to maintaining the SiteMinder brand while helping customers get the most out of our products and services.

What you’ll do…

• Provide technical support for all SiteMinder products and services to internal and external customers, with a primary focus on the English-speaking APAC region.

• Build strong customer relationships by delivering exceptional support and advice across phone, chat, and other channels.

• Understand customer requirements, set expectations, and resolve issues efficiently, meeting both customer needs and internal KPIs.

• Ensure all cases are resolved promptly in line with company SLAs and personal KPIs.

• Act as a technical expert, identifying issues and communicating requirements internally.

• Serve as an escalation point for frontline teammates, guiding them to solutions or stepping in to resolve complex issues directly.

What you’ll have…

• Experience in a technical support role, with strong customer service skills and a solid technical foundation.

• Tech-savvy with the ability to understand and troubleshoot complex technical issues.

• Fluent English communication, both written and verbal.

• Strong analytical skills to quickly assess problems, identify root causes, and implement effective solutions.

• Comfort working across multiple technical platforms in a fast-paced, KPI-driven environment.

• Ability to diagnose and troubleshoot browser, connectivity, and software issues.

• Excellent interpersonal skills for engaging with customers and internal teams, with the ability to manage conflicts professionally.

Our Perks & Benefits…

• Equity packages for you to be a part of the SiteMinder journey

• Hybrid working model (in-office & from home)

• Mental health and well-being initiatives

• Generous parental (including secondary) leave policy

• Paid birthday, study and volunteering leave every year

• Sponsored social clubs, team events, and celebrations

• Employee Resource Groups (ERG) to help you connect and get involved

• Investment in your personal growth offering training for your advancement