Web Support Specialist

Nov 15 2022
ALTRES Technical |Honolulu|Full Time, $40.00 - $60.00 / hour
Job Description

Seeking a Web Support Specialist to provide level 2 support to the customers of an industry-leading Hawaii business through December 2023 with the possibility of extension. This role will capture, research and work with technology and business partners to resolve issues that impact the guest experience. The ideal candidate will have at least two years of technical support experience with excellent interpersonal skills.

Hours

Full-time, Monday to Friday, 8:00am-5:00pm

Location

Airport, Honolulu, Oahu

Pay

$40 to $60 an hour

Responsibilities

  • Collect, review and triage customer feedback from all feedback sources, including online, surveys, and reservations.
  • Effectively troubleshoot application and infrastructure issues.
  • Collaborate across teams (IT, Reservations, etc.) to identify root cause for technical issues.
  • Manage and prioritize maintenance backlog; create tickets and ensure all issues are being resolved.
  • Analyze customer user behavior to identify opportunities in improving web experience and conversion.
  • Provide status updates and reports to internal customers and leadership teams.

Qualifications

  • Minimum 2 years of experience in a technical support role.
  • Proven history of completing tasks with minimal direction.
  • Ability to use web based tools to understand user experience and to identify areas of opportunity to improve general customer experience.
  • Strong interpersonal skills with the ability to gather customer feedback.
  • Ability to develop policies and procedures to guide web/mobile customer service.
  • Proficient with technical problem-solving methodologies.
  • Ability to adapt and change in a fast-paced environment.
  • Ability to effectively communicate technical details to all audiences.
  • Strong organizational and time management skills.