Customer Solutions Analyst

TL;DR

Customer Solutions Analyst: Providing technical support and consultation for hirify.global's hotel commerce platform, focusing on enhancing customer integration and resolving technical issues. With an accent on maintaining strong customer relationships and acting as a technical expert to guide internal and external stakeholders across the APAC region. Focus on quickly analysing problems, determining root causes, and ensuring timely resolution in a KPI-driven environment.

Location: Hybrid (Manila) with primary focus across English language speaking APAC region

Company

hirify.global is a world-leading open hotel commerce platform, supporting 50,000 hotels in 150+ countries with over 130 million reservations processed annually.

What you will do

• Provide technical support to internal and external customers for hirify.global products and services, primarily focusing on the English-speaking APAC region.
• Develop strong customer relationships through exceptional technical support and consultation across various contact channels.
• Identify customer support and configuration requirements, setting customer expectations and resolving issues according to 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 find solutions or resolving customer issues directly.

Requirements

• High level of customer service and IT technical skills.
• Fluent in English communication skills, both written and verbal.
• Strong analytical skills to quickly analyze problems, determine the root cause, and reach a resolution.
• Ability to operate across multiple technical platforms and systems in a fast-paced, KPI-driven environment.
• Ability to diagnose and troubleshoot web browser and connectivity issues.
• Great capacity for both internal and external customer interaction as well as conflict resolution.

Nice to have

• Previous experience working in a high-volume contact centre providing technical customer support.
• Previous experience working in the hospitality industry in a technical or guest-facing capacity.

Culture & Benefits

• Equity packages to be a part of the hirify.global 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 connect and get involved.
• Investment in personal growth offering training for advancement.