Customer Solutions Analyst (Spanish)

TL;DR

Customer Solutions Analyst (Spanish): Providing frontline technical assistance and support to global customers for SaaS solutions with an accent on identifying specific support and configuration requirements, setting customer expectations, and resolving issues. Focus on maintaining hirify.global branding and solutioning the right resolution across the complete Product Suite and services.

Location: Hybrid, Manila. Ability to travel to our Makati office if required and at least twice a week.

Company

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

What you will do

• Develop strong customer relationships by providing exceptional technical and analytical support via various mediums.
• Identify customer requirements, set expectations, and resolve issues, delivering against KPIs.
• Ensure all cases are resolved or escalated in a timely manner according to company SLAs and individual KPIs.
• Log all customer issues accurately in hirify.global’s CRM tool (SalesForce).
• Actively participate in Product enhancement and training sessions.
• Identify and take ownership of improving support processes and methods.

Requirements

• High level of customer service and analytical skills.
• Fluent in English and Spanish with excellent communication skills, both verbal and written.
• Excellent problem-solving and troubleshooting skills.
• Proven experience working within a high-volume, telephone-based SLA and KPI driven environment.
• Strong organizational and time management skills with attention to detail.
• Ability to work on shifting schedules, weekends, and holidays.

Nice to have

• Technical knowledge from a Hotel background.

Culture & Benefits

• Hybrid working model (in-office & from home).
• Mental health and well-being initiatives.
• Paid birthday, study, and volunteering leave every year.
• Sponsored social clubs, team events, and celebrations.
• Investment in personal growth offering training for advancement.