Senior Business Analyst with expertise in KELIA software for a prominent insurance and retirement savings sector. Analyzing data mappings and coordinating with software editors.
About the role
- Provide technical support for SiteMinder products in the APAC region. Build customer relationships through exceptional support via phone, chat and other channels.
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.
Requirements
- 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.
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
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
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