Transaction Solutions Analyst

• 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.

What you have...

• 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.