Specialist, SUS

Carnival Corporation•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
Paid holidays
Floating holidays
Vacation Time
Sick Time
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