Tier 2 Agent, Crew Support & Experience

Position Summary

The Tier 2 Agent, Crew Support is a fast paced and diverse role, which requires an analytical forward‑thinking individual. The position requires a high level of multitasking and the ability to change direction instantly. The individual must possess a can do attitude under any situation, supporting the workforce and logistics requirement of the fleet operations. They must be an expert in customer service, know how to handle distressed customers and escalates when needed. This role involves handling crew and crew customer inquiries, utilizing the knowledge center, monitoring open cases, following up with Tier 2 Agents and COEs to ensure KPIs and SLAs are met, and tickets are closed out. The agent must answer calls, chat, and respond to open cases, and be familiar with SQM policies and SOPs to assist the Supervisor in daily operations. In the absence of the Supervisor, the Support Agent assumes responsibility. The importance of this role is to handle all 0...