Partners with other teams to consult, provide technical expertise, and assist in resolving high level technical issues; engages with IT project and product teams as needed at a SME level; engages other teams to fix at root cause level when appropriate.
In this role, the selected candidate will facilitate resolutions with the companys customer contacts and with other members of the comapny's organization (sales, services, product house, etc.) as necessary in the course of problem resolution.
In this role, you will develop comprehensive KPIs and plans to track performance / progress on service metrics and initiatives (e.g., Refunds, Changes, Same Day Confirm, Flight Status, Seat Changes / Information)
In this role, the selected candidate will ensure the highest level of communication with the customer to meet the companys contractual Service level Agreement (SLA) by providing regular updates with respect to progress of each incident, and quickly providing high quality, creative, and timely solutions in a professional manner while demonstrating the highest level of customer service.
In this role, you will work closely with our Product Managers, IT developers, UX designers, and cross-functional commercial and operational business teams to successfully drive, execute and deliver on initiatives.
Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate.