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Partner Support Specialist (Vancouver)
at Jobs in Vancouver in Vancouver
J O I N O U R T E A M
Expedia® CruiseShipCenters® is seeking a talented Partner Support Specialist. The successful candidate is responsible for proactively providing service and education to over 2500 Franchise Partners and Cruise Consultants on our proprietary software CruiseDesk. Reporting directly to the Manager, Partner Support, this position will independently troubleshoot and resolve identified bugs, or usability issues of the CruiseDesk platform.
About Expedia CruiseShipCenters:
Established in 1987, Expedia® CruiseShipCenters® is one of North America's leading sellers of cruise vacations. Through our network of 125 franchise locations and team of over 2,500 Franchise Partners and Cruise Consultants, the company has grown at an average rate of 30% each year for over two decades. In 2007, CruiseShipCenters became a strategic partner with Expedia Inc., the world's largest online travel company, rebranding to become Expedia CruiseShipCenters. We have also been recognized by the Canadian Franchise Association with the Award of Excellence for the past five years. (2006, 2007, 2008, 2009, 2010)
Position Functions and Tasks:
• Provide systems support for Franchise Partners and Consultants on our proprietary software CruiseDesk.
• Reviews and prioritize customer feedback on CruiseDesk and make recommendations on fixes and upgrades required to improve usability.
• Proactively communicate issues, recommendations and solutions to all affected stakeholders.
• Works with developers to provide solutions on developing communication tools, processes, policies, procedures and training materials to support effective release of upgrades.
• Provide testing of software fixes and releases to ensure quality control and to minimize impact of upgrades on end-users. Collaborates with developers to educate them on end-user perspectives and knowledge level to enhance usability.
• Proactively analyze trends of questions and concerns and create FAQ's to provide tutorials on CruiseDesk How to's & Tips. Work on Training Materials and provide educational training sessions as required.
• Liaise with regional Business Development Managers to coach them on which franchise owners and consultants need support and education to optimize functionality of CruiseDesk.
• Create and manage CruiseDesk ID's for Franchise Partners and Consultants. Including the creation of any 3rd party accounts included in the CruiseDesk ID like Webmail and renewals.
• Provide administrative support for core marketing programs.
• Reviews Training Materials and provides on-going support to update materials as required and to advise staff of any technical changes that affect the user.
• Other tasks as assigned
Required Skills:
• Strong understanding and working knowledge of WinXP/Vista/Windows 7 operating systems
• Excellent customer service skills, to include patience, empathy and a knack for understanding customer needs.
• Creative and innovative techniques for performing assignments
• Proven ability to effectively prioritize work flow
• Superior interpersonal, written and oral communication skills
• High standards of ethics and confidentiality to handle sensitive information and exercise good judgment
• The ability to diagnose and troubleshoot software and hardware issues
• Detail oriented with excellent analytical and problem solving skills
• Ability to take initiative and be proactive, diagnose problems, and develop proactive solutions
• Outstanding team player with the ability to work independently
• Excellent organizational skills, with proven ability to manage multiple priorities and meet strict deadlines
• High standards of ethics, highly motivated, high energy and enjoys working in a fun environment
• Highly motivated, high energy and enjoys working in fun environment
Qualifications:
• Bachelor's Degree, Diploma, or related post-secondary education in IT preferred.
• Intermediate Level, Microsoft Office Suite (Word, Excel, PowerPoint) and MS Outlook
• MCSE certification would be an asset
• Knowledge in MS Exchange 2003 Server
• Knowledge of Mac OS and protocols
• 1 year of related work experience, preferably in a Customer Support Environment
How to Apply:
If you have a positive attitude, a commitment to excellence, and want to be part of a winning team, please submit your resume and cover letter to: work@cruiseshipcenters.com quoting the position title in the subject line.
Only candidates selected for interviews will be contacted.
Expedia® CruiseShipCenters® is seeking a talented Partner Support Specialist. The successful candidate is responsible for proactively providing service and education to over 2500 Franchise Partners and Cruise Consultants on our proprietary software CruiseDesk. Reporting directly to the Manager, Partner Support, this position will independently troubleshoot and resolve identified bugs, or usability issues of the CruiseDesk platform.
About Expedia CruiseShipCenters:
Established in 1987, Expedia® CruiseShipCenters® is one of North America's leading sellers of cruise vacations. Through our network of 125 franchise locations and team of over 2,500 Franchise Partners and Cruise Consultants, the company has grown at an average rate of 30% each year for over two decades. In 2007, CruiseShipCenters became a strategic partner with Expedia Inc., the world's largest online travel company, rebranding to become Expedia CruiseShipCenters. We have also been recognized by the Canadian Franchise Association with the Award of Excellence for the past five years. (2006, 2007, 2008, 2009, 2010)
Position Functions and Tasks:
• Provide systems support for Franchise Partners and Consultants on our proprietary software CruiseDesk.
• Reviews and prioritize customer feedback on CruiseDesk and make recommendations on fixes and upgrades required to improve usability.
• Proactively communicate issues, recommendations and solutions to all affected stakeholders.
• Works with developers to provide solutions on developing communication tools, processes, policies, procedures and training materials to support effective release of upgrades.
• Provide testing of software fixes and releases to ensure quality control and to minimize impact of upgrades on end-users. Collaborates with developers to educate them on end-user perspectives and knowledge level to enhance usability.
• Proactively analyze trends of questions and concerns and create FAQ's to provide tutorials on CruiseDesk How to's & Tips. Work on Training Materials and provide educational training sessions as required.
• Liaise with regional Business Development Managers to coach them on which franchise owners and consultants need support and education to optimize functionality of CruiseDesk.
• Create and manage CruiseDesk ID's for Franchise Partners and Consultants. Including the creation of any 3rd party accounts included in the CruiseDesk ID like Webmail and renewals.
• Provide administrative support for core marketing programs.
• Reviews Training Materials and provides on-going support to update materials as required and to advise staff of any technical changes that affect the user.
• Other tasks as assigned
Required Skills:
• Strong understanding and working knowledge of WinXP/Vista/Windows 7 operating systems
• Excellent customer service skills, to include patience, empathy and a knack for understanding customer needs.
• Creative and innovative techniques for performing assignments
• Proven ability to effectively prioritize work flow
• Superior interpersonal, written and oral communication skills
• High standards of ethics and confidentiality to handle sensitive information and exercise good judgment
• The ability to diagnose and troubleshoot software and hardware issues
• Detail oriented with excellent analytical and problem solving skills
• Ability to take initiative and be proactive, diagnose problems, and develop proactive solutions
• Outstanding team player with the ability to work independently
• Excellent organizational skills, with proven ability to manage multiple priorities and meet strict deadlines
• High standards of ethics, highly motivated, high energy and enjoys working in a fun environment
• Highly motivated, high energy and enjoys working in fun environment
Qualifications:
• Bachelor's Degree, Diploma, or related post-secondary education in IT preferred.
• Intermediate Level, Microsoft Office Suite (Word, Excel, PowerPoint) and MS Outlook
• MCSE certification would be an asset
• Knowledge in MS Exchange 2003 Server
• Knowledge of Mac OS and protocols
• 1 year of related work experience, preferably in a Customer Support Environment
How to Apply:
If you have a positive attitude, a commitment to excellence, and want to be part of a winning team, please submit your resume and cover letter to: work@cruiseshipcenters.com quoting the position title in the subject line.
Only candidates selected for interviews will be contacted.
Published at 25-08-2011
Viewed: 83 times
Viewed: 83 times
