Cruise Planners is looking to improve their technology product offerings and support for their franchise owners by enhancing the efficiency and effectiveness of their Technology department's interactions with customer-facing teams and external suppliers.
Requirements
- Providing tier 2 troubleshooting
- Investigating and addressing escalated issues pertaining to error messages or challenges encountered when booking or retrieving a cruise reservation
- Create tickets via supplier’s Help Desk Portal based on reported issues
- Provide support and troubleshooting for email-related issues reported by advisors
- Assist advisors with email setup and addressing any related issues
Responsibilities
- Act as the first level of escalation for Frontline and Advisor support, providing tier 2 troubleshooting
- Assist the Customer Success Manager with ongoing support initiatives managed by the Tech Team, including customer support and experience improvements
- Collaborate with the Director of Software Development with managing incoming support tickets that are tied to tech
- Research and make recommendations on new technology from external entities
- Create and maintain documentation for internal departments
- Work to create materials for project rollouts (in tandem with the PM’s) to help the network get necessary training
- Become the secondary SME for external supplier inquiries
Other
- Candidates must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa
- This is a hybrid role (Remote: Mondays and Fridays, Onsite: Tuesdays, Wednesdays and Thursdays)
- Effective listening, written and verbal communication skills
- Ability to learn on the fly
- Ability to balance multiple priorities on a consistent basis
