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Service Desk Analyst – Portuguese & English Bilingual


Job Description


SiteMinder is leader of the hotel technology space, challenging the status quo to provide innovative cloud-based products that allow hotels to connect with their guests. As a workplace, we also challenge the norm by hiring talented employees who are eager to help us expand our presence and establish SiteMinder as the leading cloud platform for hotels.

Now with five core offices around the world and over 26,000 (and counting) hotels using our software, we’ve come a long way from our humble beginnings in Sydney, Australia. After solidifying Europe as our largest customer base, we launched our Galway office in 2016 and continue to dominate the European market through aggressive expansion and top notch service. SiteMinder may no longer be considered a tech startup, but we do strive to retain the same forward-thinking ambition and dynamic energy that made has made us an industry pioneer.

About the role

The Service Desk Analyst will provide frontline technical assistance and support to SiteMinder customers across Portuguese and English-speaking Europe. The Service Desk Analyst is the first point of contact for SiteMinder’s valued customers and as such, is key to maintaining the SiteMinder brand with our customers.

  • Provide technical support for all SiteMinder labeled products and services to internal and external customers, with a primary focus on customers across Portuguese-speaking and English-speaking Europe
  • Develop strong customer relationships by providing exceptional technical support alongside high levels of customer service utilising phone, email and other avenues where necessary
  • Identify each customer’s support and configuration requirements, set the customer expectation and resolve the customer’s issue, delivering against the customer’s expectations and your key performance indicators (KPIs)
  • Ensure all cases are resolved or escalated to the appropriate party in a timely manner in accordance with company service level agreements (SLAs) and individual KPIs, prioritising caseload appropriately
  • Ensure all issues are logged accurately in SiteMinder’s CRM (Salesforce) and that are cases are closed

What you bring

  • High level of customer service and IT technical knowledge
  • Languages: Fluent Portuguese and English communication skills, both verbal and written
  • Strong troubleshooting skills – you’ll be able to quickly analyze problems, determine the root cause and reach a resolution
  • An ability to operate across several computer platforms and environments – all at the same time
  • An ability to diagnose and troubleshoot web browser and connectivity issues to help clients resolve their queries
  • A love of customer interaction and the capacity to support a range of customers with differing needs and experiences
  • Experience working within a high volume telephone-based SLA and KPI driven environment where your success is determined by great customer outcomes

What we bring

  • Supportive management who love coaching and growing talented people
  • Great city centre location with waterfront views of the harbour
  • Contemporary, collaborative office space with the latest technology
  • First class product training programme on our market leading products that solve real problems
  • Various travel and industry-related discounts
  • Weekly office happy hours and regular employee events
  • Unlimited coffee and tea and company-paid “breakfast bar”
  • Global exposure. With over 500 employees in our international offices (Sydney, London, Bangkok and Galway) and 26,000+ hotels using our software in more than 100 different countries, you are guaranteed to interact with colleagues and customers across the globe


To apply for this position, please follow the link. For assistance on arrival in English, Italian, French and Spanish please contact our colleagues at EazyCity,

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