Transaction Solutions Analyst

At SiteMinder we believe the individual contributions of our employees are what drive our success. That’s why we hire and encourage diverse teams that include and respect a variety of voices, identities, backgrounds, experiences and perspectives. Our diverse and inclusive culture enables our employees to bring their unique selves to work and be proud of doing so. It’s in our differences that we will keep revolutionising the way for our customers. We are better together!

What We Do…

We’re people who love technology but know that hoteliers just want things to be simple. So since 2006 we’ve been constantly innovating our world-leading hotel commerce platform to help accommodation owners find and book more guests online - quickly and simply.

We’ve helped everyone from boutique hotels to big chains, enabling travellers to book igloos, cabins, castles, holiday parks, campsites, pubs, resorts, Airbnbs, and everything in between.

And today, we’re the world’s leading open hotel commerce platform, supporting 47,000 hotels in 150 countries - with over 125 million reservations processed by SiteMinder’s technology every year.

About The Transaction Solutions Analyst Role...

The role of the Transaction Solutions Analyst is to ensure that SiteMinder’s customers using our Pay and Demand Plus products receive fast, friendly, and complete solutions to their payment-related issues. The Transaction Solutions Analyst is responsible for resolving inbound customer issues, managing transaction disputes within service level agreements, and making outbound contact with customers on escalated transaction issues.

What You Will Do...

• Resolving simple to complex payment issues for customers using the Pay and Demand Plus products in a timely manner.
• Answering technical questions from customers or internal teams about the Pay and Demand Plus products.
• Handling escalated inquiries from the support team, taking ownership of customer problems, and working to identify, respond to, and resolve issues.
• Partnering with the Manager and Payment teams to identify user pain points and develop potential solutions.
• Training and educating internal support and onboarding teams on new product features and best practices for handling customer issues.
• Ensuring SiteMinder Pay and Demand Plus process documentation is clear and up-to-date.
• Continually seeking to acquire new knowledge and contribute to SiteMinder’s shared knowledge base.
• Demonstrating commitment to the team’s work to ensure the team achieves its goals, objectives, and SLAs.
  
  

• High level of technical aptitude and issue ownership
• Excellent oral and written communication skills in English and Spanish
• Proven talent for outstanding customer interaction and conflict resolution
• Self-starter with the ability to multi-task using a wide range of tools and systems.
• Experience working within an SLA and KPI driven environment
• Experience with CRM systems (SalesForce preferred)
• Be highly driven and have the ability to work in an autonomous environment.
• Focused on surpassing individual and team KPI’s and SLA’s.
• Have the ability to manage multiple tasks under pressure.
• Be encouraging, understanding and respectful towards SiteMinder’s customers, team members and other staff.
• Transparent communication with management and peers.
• To approach work with enthusiasm, energy, dedication and integrity.
  
  

• Hybrid working model (in-office & from home)
• Mental health and well-being initiatives
• Generous parental (including secondary) leave policy
• 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