Role Description MSC Cruises is expanding its Contact Center organization and is seeking a Tier 2 Support Agent to join our growing team. This role offers a competitive salary, exceptional employee benefits, and the opportunity to work remotely. The ideal candidate is highly motivated, solution-oriented, and passionate about delivering outstanding guest experiences while supporting our guest-centric culture. - Independently manage and resolve guest inquiries via email and phone - Apply strong critical thinking skills to make decisions aligned with company policies and guidelines - Demonstrate a sense of urgency when responding to guests, travel partners, and internal stakeholders - Maintain professionalism and a positive attitude when handling complex or sensitive situations - Make informed decisions that balance guest satisfaction with business objectives - Conduct detailed research using internal systems (DTS, Otalio, CRM, Siebel) - Collaborate effectively with cross-functional teams and internal departments - Accurately document, track, and analyze cases to identify and address root causes of escalations - Support onboarding, training, and ongoing development of new team members as needed Qualifications - Associate or bachelor’s degree, or an equivalent combination of education and relevant customer service experience - Minimum of 2 years of customer service experience; travel industry experience is a plus - Willingness to learn all functions within the Tier 2 scope, including Voyagers Club, Status Match, Sailing Support, and Friends & Family programs - Strong verbal and written communication skills - Proficiency in Microsoft Office (Word, Excel) preferred - Flexibility to make outbound calls or handle inbound calls based on business needs - Business hours are (9:00 AM – 6:00 PM EST), must be willing to work hours outside of these hours including at least one weekend day Essentials Equal Opportunity Employer MSC Cruises North America is an equal opportunity employer and complies with all EEOC rules and regulations. We are committed to fostering an inclusive workplace and do not discriminate based on race, color, sex, age, national origin, sexual orientation, marital status, disability, or any other legally protected characteristic. Hiring decisions are based on merit, qualifications, and business needs. We are committed to building a future that values diverse perspectives, embraces the world beyond borders, and fosters an inclusive environment where every individual feels valued, respected and empowered to be their authentic selves. Our commitment extends to taking meaningful, measurable actions that have a long-term positive impact on our guests, our employees and our planet. Call to Action Ready to turn your passion into something extraordinary? Join us at MSC Cruises, where new opportunities await. Apply today to be part of a global team that is pushing boundaries and achieving something remarkable. Your journey starts here!

Role Description We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. As an Application Support Analyst at Civica, you will: - Deliver excellent customer service and application support in line with defined service levels and Civica values. - Diagnose, troubleshoot, and resolve complex customer issues using a customer-centric approach. - Maintain accurate records of customer interactions, work completed, and system changes in compliance with data protection and company policies. - Follow Service Management processes, ticket handling procedures, and information security/compliance requirements. - Continuously develop technical, customer service, and process knowledge to perform effectively in the role. - Contribute to continuous improvement by identifying recurring issues, improving knowledge management, and suggesting process enhancements. - Manage workload proactively while collaborating with team members to meet productivity, quality, and operational targets. Qualifications - High-level understanding of supported applications, features, and functionality. - Proficiency in scripting languages or automation tools to improve support processes. - Familiarity with database systems, including querying and data manipulation. - Experience working with SaaS environments or cloud-based applications. - Strong verbal and written communication skills with both technical and non-technical stakeholders. - Ability to manage, troubleshoot, and resolve incidents effectively within agreed timeframes. - Experience coordinating escalations with developers and technical teams. - Strong teamwork and collaboration skills in a technical support environment. - Analytical and problem-solving skills with the ability to investigate and resolve complex issues. - 1–3 years of experience in application support, with proficiency in Microsoft Office tools such as Word and Excel. Benefits - Annual Leave – 3 weeks (1–5 years), 4 weeks (6–10 years), 5 weeks (10+ years), 6 weeks (20+ years). - Sick Leave – 15 paid sick days per year (pro-rated for part-time employees). - Bereavement Leave – Paid leave for permanent employees during times of loss. - Statutory Holidays – Public holidays in line with provincial standards, including election day and jury duty leave. - Parental Leave – Maternity and parental leave in accordance with Provincial Employment Standards. - Agile Working – Access to a wide range of flexible working arrangements to support work-life balance. - Extended Health Insurance – Comprehensive cover for employees, spouses, and legal dependents, including travel insurance. - Dental Insurance – Coverage for routine and emergency care for employees and eligible dependents. - Employee Assistance Plan (EAP) – 100% employer-paid confidential support services. - Basic Life Insurance – Financial protection for you and your family. - Accidental Death & Dismemberment Insurance – Additional financial security. - Long-Term Disability Insurance – Income protection during extended illness. - Spousal & Dependent Life Insurance – Additional coverage options for your family. - Comprehensive & Compassionate Cancer Care – Specialist support services through Desjardins Insurance, offering prevention, assistance, return-to-work guidance, and expert workplace cancer support. - Milestone Service Awards – Recognition and celebration of long-term service. - The Civica Awards – Annual awards recognising individuals and teams making an outstanding contribution across the Group. - Diamond Club – Our global sales incentive scheme celebrating top performers who deliver exceptional results and live our values. - Learning & Development Platforms – Access to a wide range of leadership, technical, and soft skills training resources.

• Field incoming technical support requests from client via both telephone, email, self-service, web and resolve issues in a timely manner • Review documents, workflow and plans for support with customers/vendors • Update and maintain documents within a structured knowledge base • Coordinate monitoring and tracking of issues and resolutions in our centralized ITSM support tool • Conduct configuration changes in client platform instances • Troubleshoot and resolve issues in regards to interface and information exchanges • Provide status updates and reports on current state of issues • Manage and action all the IT alerts on time • Able to monitor and diagnose application and infrastructure programs • Perform timely technical and management escalations for outstanding issues and service requests • Able to work on IT related projects and roll-outs • Work shifts (24/7) and be available for rotating off-hours and on-call duties • Ensure the KPI targets are met on every month • Learn something new using PD days and apply the knowledge at work.

• Answer subscriber questions (600–700 queries daily) with accuracy and efficiency. • Fix errors in the CS-tool queue (e.g., pre- or post-prescription order issues). • Reroute orders between pharmacies based on delays, account manager requests, or other needs. • Assist account managers with CS-related requests (limited system access). • Report recurring issues to developers and follow up on resolution progress. • Support engineers with CS-related tasks such as lost or canceled orders, prescription errors, and questionnaires.