Experienced Customer Care Analyst – Technical Support and Business Process Improvement Specialist for blithequark

Introduction to blithequark At blithequark, we believe that exceptional customer experiences are the cornerstone of our success. As a leader in our industry, we are committed to delivering high-quality services that exceed our customers' expectations. Our mission is built around the principle of making travel accessible and enjoyable for everyone, and we strive to bring this vision to life every day. With a strong focus on innovation, customer satisfaction, and employee growth, we are seeking a talented Customer Care Analyst to join our team. About the Role We are looking for an experienced Customer Care Analyst to provide technical support and business process improvement expertise to our customer care team. As a key member of our team, you will be responsible for analyzing business and customer experience goals, identifying areas for improvement, and developing functional requirements to enhance our systems and processes. Your expertise will play a critical role in ensuring that our customer care operations are efficient, effective, and aligned with our company's strategic direction. Key Responsibilities Responsible for understanding business and customer experience goals, providing analysis against existing functional and vendor systems, platforms, and processes to determine the optimal implementation path. Define and develop functional requirements, test plans, and scripts that contribute to on-time, on-quality, and on-budget projects. Perform a critical support role for specific vendor systems and related processes for the organization at large. Partner with functional managers to define and document process flows and system interaction concepts. Translate business requirements to functional requirements that accurately reflect the change and impact to vendor applications, systems, processes, and workflows. Identify, document, and communicate impact if requirements are not fulfilled in development. Initiate communication and consensus building across the business, IT, and vendor to discuss new or revised plans, programs, and procedures to ensure effective implementation. Participate in functional development and implementation meetings to ensure systems and process details are aligned with business goals and strategic direction. Define and develop test scripts, perform user acceptance testing, and support deployment and production validation testing. Responsible for day-to-day support of vendor systems, performing regular health checks to maintain optimal performance. Responsible for analyzing user and system performance trends. Support performance, ROI analysis, forecast, and budget reporting, while proactively identifying improvement opportunities. Responsible for defining and improving repeatable processes, workflows, tools, and templates. Support multiple initiatives and provide SME support to internal, outsourced, and cross-functional teams as needed. Must be willing to support a 24x7, 365 multisite operation, including nights, weekends, and holidays as needed. Essential Qualifications Bachelor's Degree in a technical field or equivalent experience. Minimum 3 years of experience working as a functional analyst, developing requirements, executing test plans, and providing operational application/system support. Experienced team player who is customer-focused, works well with management, peers, and vendors in achieving outlined goals. Airline experience is a plus. Uses quality methodology and professional concepts to solve diverse problems. Skilled at preparation of project organization and schedules outlining installation/conversion steps for new systems and procedures. Preferred Qualifications Demonstrates the technical and functional expertise to understand and support application and system issues. Thorough understanding of how to interpret business needs and translate them into user, system, and operational requirements. Sound understanding of telephony (such as Cisco, Aspect, or Avaya) and related call center technologies. Ability to effectively manage multiple, concurrent projects and priorities. Ability to work independently and manage assigned tasks and deliverables with quality results. Excellent attention to detail, strong problem-solving, and communication skills. Able to deal with ambiguity and work successfully with cross-functional teams. Objective listener and skilled at asking pertinent questions. Proficient in Microsoft Office applications (Word, Excel, Visio) and reporting tools. Career Growth Opportunities and Learning Benefits At blithequark, we are committed to the growth and development of our employees. As a Customer Care Analyst, you will have access to a range of training and development opportunities, including: Professional development programs to enhance your technical and business skills. Opportunities to work on high-impact projects and initiatives that drive business results. Collaboration with cross-functional teams to develop and implement innovative solutions. Regular feedback and coaching to support your career growth and development. Work Environment and Company Culture At blithequark, we pride ourselves on our dynamic and supportive work environment. As a Customer Care Analyst, you will be part of a team that values collaboration, innovation, and customer satisfaction. Our company culture is built around the principles of: Respect and empathy for our customers and employees. A commitment to excellence and continuous improvement. A focus on teamwork and collaboration to achieve common goals. A supportive and inclusive work environment that values diversity and individuality. Compensation, Perks, and Benefits At blithequark, we offer a competitive compensation package that includes: A salary range of $48,160.00 - $60,200.00 per year. Flight benefits for you and your family to fly on blithequark Airlines. Buddy passes for your friends so they can experience what makes us so great. Discounts throughout the travel industry on hotels, car rentals, cruises, and vacation packages. Discounts on cell phone plans, movie tickets, restaurants, luggage, and over 2,000 other vendors. A Dress for Your Day business casual environment. Flexible work schedules that support work-life balance. A Total Rewards program, including a competitive base salary, short-term incentives, long-term incentives, paid holidays, 401(k) plan, vacation/sick time, and medical/dental/vision insurance that begins the 1st of the month following your hire date. Conclusion If you are a motivated and experienced Customer Care Analyst looking for a new challenge, we encourage you to apply for this exciting opportunity at blithequark. With our commitment to customer satisfaction, employee growth, and innovation, we offer a dynamic and supportive work environment that values collaboration, respect, and excellence. Join our team and be part of a company that is dedicated to making a difference in the lives of our customers and employees. Apply for this job