Delivering back-office support across SiteMinder's full product and services portfolio for both internal teams and external customers.
Manage and resolve customer configuration and billing enquiries with confidence and ownership.
Develop a thorough understanding of SiteMinder’s platform, products, and wider business processes.
Collaborate with internal teams—including Technical Support, Billing, Onboarding, and Sales—to ensure customer issues are resolved effectively.
Document and escalate complex issues where appropriate, following established workflows and case management processes.
Maintain accurate records of customer interactions and case progress using internal CRM tools.
Actively identify customer needs and provide solutions that reflect a genuine understanding of their business context.
Achieve individual KPIs including service level, case resolution time, productivity, and first-contact resolution rates.
Embrace new tools, processes, and feedback as part of a team culture of continuous improvement.
Ensure that all issues are logged accurately on our client’s CRM system and that all cases are closed.
Assisting with ad-hoc requests as required by the management
Providing support on a 24/7 rotating roster which only changes on a quarterly basis to morning shift or night shift. supporting multiple regions across APAC,EMEA & AMERS.

Open to fresh graduates with a customer service mindset and willing to learn
Having a high level of customer service and exposure to high-growth tech products would be an advantage (not necessarily an IT expert)
Fluent English communication skills, both verbal and written.
Strong troubleshooting skills
you will be able to quickly analyze problems, determine the root cause, reach a resolution, and resolve issues with a high level of accuracy.
Operates across several computer platforms and applications at the same time.
Social skills, ability to interact with a wide variety of people at different levels of seniority, and a laser focus on the customer experience.
Experience working within a high-volume-based SLA and KPI-driven environment where great customer outcomes determine your success.
Self-starter with the ability to multitask, manage own time and work under pressure
A collaborator by nature and focused on building long-term relationships with clients
Ability to adapt and evolve with new processes and changes quickly.
Ability to thrive in a fast-paced, agile, and dynamic environment.

Configuration Success Analyst

Key skills