- Respond to inquiries and resolve issues submitted through Freshdesk (Guest Account & Support Inboxes).
- Manage AppBot Reviews and AppFeedback Inbox on social media platforms.
- Handle Level 1 complexity requests received through Slack.
- Address "Who_Am_I" tickets, prioritizing sailings and resolving backlog issues.
- Troubleshoot data issues related to Guest Apps and Loyalty programs.
- Resolve Level 1 ServiceNow tickets efficiently.
- Conduct thorough QA testing for Digital Product Operations (DPO) owned products.
- Develop runbooks, onboarding guides, and other documents to support internal and external stakeholders.
- Work from the Command Center, actively monitoring system performance and identifying potential problems.
- Shift from reactive issue resolution to proactive problem anticipation and predictive maintenance.
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