• Design, implementation, administering, and using: Google Workplace; MDM system for: MacOS, iOS; Password manager system. • Preparation of instructions and documentation for team and company employees • Transferring knowledge, mentoring and coaching team members and our employees • Problem-solving & incident investigation • Administrating and using many different external saas services • Administration of access to systems • Management of the company’s IT assets • Remote support for employees with hardware and software issues

• Develop a deep understanding of Qventus Solutions and Products to identify high-leverage opportunities • Collaborate closely with our Client Success, Engineering, Product, and Analytics • Engage with customers and stakeholders to validate concepts and gather feedback • Ensure a seamless user experience that balances simplicity, rigor, and delight • Deliver and communicate a cohesive product vision that aligns with company goals • Troubleshoot software issues, provide technical support, and escalate complex problems to senior engineers as needed • Provide top-notch customer service by responding to inquiries and resolving Zendesk tickets in a timely manner • Manage ticket queues to minimize response times and maximize first-call resolution rates • Develop a deep understanding of technical issues and provide expert-level support to customers • Stay up-to-date on product knowledge to continually improve support quality

• Deliver exceptional customer service to the EIS client base. • Initiate proactive measures to decrease case volume and resolution time. • Provide feedback and support to Engineers and Developers while maintaining customer relationship. • Act as an escalation point for production environment issues, providing steady guidance for quick resolution. • Ensure correct configuration of the Support tech stack and promote successful usage among users. • Engage directly with customers to understand needs and advocate enhancements for customer experience.

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!