Job Title
Senior Support Analyst
Relevant Experience
(in Yrs)
4+
Technical/Functional Skills
The Web Support Specialist will provide level 2 support for Hawaiian Airline’s customer website. This role will capture, research and work with technology and business partners to resolve issues that impact the guest experience.
Experience Required
4+
Mandatory Skills
Web Support experience, Web related technologies, Analysis, Troubleshooting
Roles & Responsibilities
· Collect, review and triage customer feedback from all feedback sources, including online, CSAT surveys, Reservations and CAO
· 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
Job Type: Full-time
Salary: $52,170.41 - $95,929.94 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
Schedule:
- 8 hour shift
- Monday to Friday
Experience:
- Application support: 6 years (Preferred)
- Web Support: 6 years (Preferred)
- Troubleshooting: 6 years (Preferred)
- Analysis: 5 years (Preferred)
- Airline domain: 1 year (Required)
Work Location: Remote
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