What are the responsibilities and job description for the User Support-Contact Center position at Azamara?
ABOUT AZAMARA:
Azamara is a global premium cruise line that inspires curious and passionate travelers to spend more time exploring the world with us on our immersive cruises. We offer our guests a world class experience onboard and while visiting destinations around the world. Our employees enjoy an environment that allows for working hybrid and collaborating in a centrally located office space in Wichita, KS.
Combine your career goals and sense of adventure by joining our growing organization. Azamara offers a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
WHY YOU SHOULD WORK FOR AZAMARA:
JOB TITLE: User Support
POSITION REPORTS TO: Contact Center Supervisor
DIRECT REPORTS: None
POSITION SUMMARY:
Responsible for Supporting the Azamara contact center team with system related problems thru efficient triaging and handling of support tickets. The User Support Specialist collaborates with internal departments to ensure the Global Contact Center agents are supported with Seaware Reservations system and other user application problems in the most efficient manner possible.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
FINANCIAL RESPONSIBILITIES:
None
QUALIFICATIONS:
PHYSICAL DEMANDS:
The employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed.
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
Azamara is a global premium cruise line that inspires curious and passionate travelers to spend more time exploring the world with us on our immersive cruises. We offer our guests a world class experience onboard and while visiting destinations around the world. Our employees enjoy an environment that allows for working hybrid and collaborating in a centrally located office space in Wichita, KS.
Combine your career goals and sense of adventure by joining our growing organization. Azamara offers a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
WHY YOU SHOULD WORK FOR AZAMARA:
- Be part of a growing and transformative company
- Enjoy a flexible hybrid schedule.
- Work with a multicultural, global team of inspired professionals who believe in:
- CURIOSITY that makes us more open minded, empathetic, better problem solvers, and more self-aware.
- SUSTAINABILITY that supports a world where blue meets green.
- INTEGRITY that drives us to do the right thing even when no one is watching.
- ACCOUNTABILITY that supports empowerment and ownership for results.
- PASSION – it’s part of our DNA!
JOB TITLE: User Support
POSITION REPORTS TO: Contact Center Supervisor
DIRECT REPORTS: None
POSITION SUMMARY:
Responsible for Supporting the Azamara contact center team with system related problems thru efficient triaging and handling of support tickets. The User Support Specialist collaborates with internal departments to ensure the Global Contact Center agents are supported with Seaware Reservations system and other user application problems in the most efficient manner possible.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
- Handle incoming tickets from contact center agents regarding system related problems in a timely efficient manner.
- Investigate and resolve system related problems and document the resolution for training and coaching purposes.
- Logging and tracking system related errors in Jira, and retesting upon resolution of the issues.
- Document and communicate manual workarounds to the contact center team and trainers.
- Provide testing of new functionality or changes to the reservations system and reporting the results to the relevant teams.
- Testing products loaded in the booking system for accuracy of info and pricing.
- Logging and tracking errors in Jira, retesting upon resolving of the issues.
- Testing of new booking system releases and previously resolved issues.
- Recommends changes for the reservations system based on the user and guest experience with the booking process.
- Additional tasks and functions transitioned to the user support team as required.
FINANCIAL RESPONSIBILITIES:
None
QUALIFICATIONS:
- High School Diploma.
- At least 1-2 years in troubleshooting software issues.
- Minimum 2-3 years in a similar role. Contact Center or travel related experience preferred.
- Proficiency with Seaware Reservations system, Hubspot, FEXCO, preferred.
- Experience with Jira ticketing system preferred.
- Ability to thrive in a fast pace evolving department.
PHYSICAL DEMANDS:
The employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed.
WORK ENVIRONMENT:
The noise level in the work environment is usually moderate.
It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.
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