Cruise Planners is the largest franchisor of home-based travel agencies across the country that independently book cruises, tour, and land vacations. Cruise Planners has achieved Top Producer status with virtually every cruise line, tour, and resort company. Cruise Planners has been named the No.1 Cruise Tour / Travel Agency by Entrepreneur Magazine for the past 10 years and recently featured in Entrepreneur as one of the top 30 franchise innovators in technology. Cruise Planners positions franchise owners for success by providing them with innovative marketing, booking and lead-generating tools as well as professional development and hands-on training with the industry’s top executives. Cruise Planners Home Office has won awards such as Coolest Offices and Top Places to Work in South Florida by Sun Sentinel and South Florida Business Journal. 

**Candidates must be authorized to work for ANY employer in the United States. We are unable to sponsor or take over sponsorship of an employment Visa**

Job Summary

The Technology Product Specialist role works in various aspects within the Technology department. This role serves as a liaison between the Technology team and customer-facing teams. Acting as the first level of escalation and assisting the Customer Success Manager in various initiatives led by the Technology team. This position requires a mix of customer support, cross-functional collaboration, and product knowledge on several key products and systems managed at Cruise Planners.

Responsibilities

• Act as the first level of escalation for Frontline and Advisor support, providing tier 2 troubleshooting
• Assist the Customer Success Manager with ongoing support initiatives managed by the Tech Team, including customer support and experience improvements
• Collaborate with the Director of Software Development with managing incoming support tickets that are tied to tech
• Research and make recommendations on new technology from external entities
• Create and maintain documentation for internal departments
• Work to create materials for project rollouts (in tandem with the PM’s) to help the network get necessary training
• External Suppliers Issue Management: 
• • Become the secondary SME for external supplier inquiries
  • Assist various teams in investigating and addressing escalated issues pertaining to error messages or challenges encountered when booking or retrieving a cruise reservation
  • Create tickets via supplier’s Help Desk Portal based on reported issues
  • Collaborate closely with the Project Manager, Customer Success Manager, and the assigned Developer to track and resolve reported issues
  • Notify the Frontline Support Team and advisors of any scheduled downtime, known system errors, or open technical issues that may impact franchises’ operations
  • Provide timely follow-up to the Frontline Support Team once issues have been resolved or downtime has concluded 
• Email Support:  
• • Provide support and troubleshooting for email-related issues reported by advisors
  • Attend events to assist advisors with email setup and addressing any related issues 

The items listed above are intended to provide an overview of the essential functions of the job. 

This is not an exhaustive list of all functions and responsibilities that the position may be required to perform. 

Competencies

• Effective listening, written and verbal communication skills
• Ability to learn on the fly
• Ability to balance multiple priorities on a consistent basis
• Capable of working independently
• Ability to work in a team environment to solve business problems
• Microsoft Office proficiency 

Requirements

• 2+ years of relevant experience
• Bachelor’s degree preferred

This is a hybrid role (Remote: Mondays and Fridays, Onsite: Tuesdays, Wednesdays and Thursdays)

Cruise Planners provides equal employment opportunities (EEO) to all team members and applicants for employment without regard to race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws. Cruise Planners complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities or team members. This policy applies to all terms and conditions of employment.