Specialist, SUS

Private Destinations•Miami, FL

9d•Remote

About The Position

The Systems User Support (SUS) Specialist is responsible for executing predefined test cases, supporting routine system inquiries, and assisting with basic testing and validation activities within Carnival Cruise Line’s reservation systems. This role focuses on learning core systems, understanding contact center workflows, and accurately following established procedures while escalating complex issues to more senior team members.

Requirements

High School Diploma required, Associate's Degree preferred
1 year of experience in Sales/Guest Services Contact Center, or Travel Operations
In-depth knowledge of reservations systems such as Carnival Navigator, Carnival.com, GoCCL, and Global Distribution Systems such as Sabre Cruises, Amadeus, Revelex.
Proficiency in MS Word, MS Excel, and MS PowerPoint.
Proven leadership and analytical skills.
Excellent verbal and written communication skills.
Aptitude to learn new technologies.
Ability to work with minimal supervision.
Displays professional demeanor in interactions with customers and peers etc.
Troubleshooting skills, attention to detail.
System savvy and expertise.
Ability to translate technical information to end users in an easy-to-understand fashion.
Demonstrate strong analytical skills to properly document, classify defect rank, and prioritize.

Responsibilities

Execute predefined test cases for reservation system applications, including Carnival Navigator, Carnival.com, GoCCL, and supported distribution platforms, using designated testing tools.
Log defects and document test results accurately following established guidelines and escalation paths.
Respond to and resolve routine system inquiries from Sales & Guest Services and Travel Operations using documented procedures.
Support testing activities for minor system enhancements and defect fixes under guidance.
Maintain awareness of applicable policies and procedures governing system use and testing activities.

Benefits

Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Company paid term life insurance and disability coverage
401(k) plan that includes a company match
Employee Stock Purchase plan
All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus
Annual cash bonus program