Hybrid Customer Solutions Analyst — Tech Support & Growth

SiteMinder Limited; Manila; Hybrid; 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

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,