Business Analyst developing Big Data solutions to support multiple business units at Kyivstar. Structuring business needs and ensuring clear specifications for implementation.
About the role
- Customer Solutions Analyst providing technical support to SiteMinder customers. Engaging with global clients to enhance customer satisfaction through effective troubleshooting and support.
Responsibilities
- Develop strong customer relationships by providing exceptional technical and analytical support alongside high levels of customer service utilising Phone, Email, Chat and other mediums where appropriate.
- Identify customers’ specific support and configuration requirements, set the customer expectations and resolve the customers’ issues, delivering against your key performance indicators (KPI’s)
- Ensure all cases are resolved or escalated to the respective stakeholder in a timely manner in accordance with company service level agreements (SLA’s) and individual KPIs, prioritising caseload appropriately
- Ensure all customer (internal and external) issues are logged accurately in SiteMInders’ CRM tool (SalesForce)
- Actively participate in Product enhancement and training sessions (F2F/Virtual/self learn)
- Help develop and evolve our Siteminder Products and systems by providing innovative and comprehensive feedbacks
- Test compatibility of new features with existing Product features and systems and document observations and outcomes
- Keep up to date with technical and feature developments by attending workshops, reviewing internal publications and participating in F2F and virtual training sessions
- Unlock the potential in our Support process by identifying and taking ownership of improving our various methods and processes
Requirements
- High level of Customer Service and analytical skills (can you think on the spot to efficiently analyse an issue, determine its root cause, check the impact and reach a resolution)
- Technical knowledge, especially if it’s from a Hotel background
- Fluent in **English** and **Spanish** with excellent communication skills, both verbal and written
- Excellent problem solving and troubleshooting skills
- Strong organizational and time management skills with attention to detailA process improvement Mindset
- Ability to effectively prioritize and execute tasks in a high-pressure environment
- Shown ability to manage remote working successfully in terms of team player, learning & development, productivity and motivation.
- Proven experience working within a high volume telephone based SLA and KPI driven environment
- Stakeholder Management and ownership mentality working across internal and external teams and partners
- Agility to operate seamlessly across several platforms and system environments simultaneously
- Ability to diagnose and troubleshoot web browser and connectivity issues to help resolve less complex customer issues
- Great capacity and understanding of customer interaction and conflict resolution
- A penchant for customer interaction and the capacity to support a range of customers with differing needs and technical abilities and experiences (ability to communicate technical information in an accessible manner to non-technical customers)
- An innate curiosity, proactive mindset and an ability to think outside of the box
- Strong business acumen and alignment to helping the Support business achieve its goals
- Ability to travel to our Makati office if required and at least twice a week
- Ability to work on shifting schedules, weekends and holidays
Benefits
- Hybrid working model (in-office & from home)
- Mental health and well-being initiatives
- 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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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