IT Operations Specialist

February 11

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Hopper

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Hopper is a travel booking platform that offers a one-stop solution for planning trips, including flights, hotels, rental cars, and homes. The platform features advanced options such as price prediction, disruption assistance, and the Price Freeze™ feature, allowing travelers to secure deals and manage changes conveniently. Hopper is known for its mobile app availability on iOS and Android, providing a streamlined experience for its users. It serves millions of travelers worldwide, offering VIP support and various affiliate programs for partners.

airfare and analytics

201 - 500 employees

💰 $96M Venture Round on 2022-11

📋 Description

• The IT Operations Specialist is vital in ensuring that Hopper’s customer service tools are optimized from a process, maintenance, and operational perspective. • Guaranteeing that the needs of Hopper’s service delivery teams and our fast-paced business needs are met. • We’re looking for a technically-savvy and detail-oriented individual to join our CS Systems Operations team. • Their mission will be to own and manage all aspects associated with the maintenance and continuous improvement of the customer service technology stack comprising over 50 different platforms and partner portals. • In this role, our specialist will help to build strong partnerships with different teams across the organization in order to contextualize the product, technical, and service delivery groups in their mission to provide excellent service to Hopper users across all verticals. • This individual will be responsible for providing the visibility and support required to better inform business decisions - a set of responsibilities which includes but is not limited to agent onboarding/offboarding processes, general systems troubleshooting, as well as defining and maintaining the parameters for Systems OSPs that aim to ensure business continuity for the contact center as a vital function of the business.

🎯 Requirements

• A minimum of 3 years of experience in IT service delivery • Ability to support a mixed environment of Mac and PC • Must be proficient in Google Suite, Hardware / Software installation and troubleshooting, iOS and Android, Laptop Imaging, and general networking • Working knowledge of networking protocols such as VPN, VOIP, DNS, and TCP / IP preferred • Excellent attention to detail and interest to dive deep, along with the ability to define and implement new automation and processes across platforms and teams • The ability to independently and quickly resolve issues, frequently crossing multiple system boundaries • A clear focus on the customer’s needs and providing solutions to their problems, understanding when a simple solution is preferred, and when a more complex approach is appropriate • Strong familiarity with root cause analysis processes, accompanied by excellent problem-solving skills to suggest and/or deploy solutions • A drive to collaborate with cross-functional teams in order to improve existing processes by identifying technology/process gaps and ensuring appropriate documentation and maintenance for all tasks within their area of responsibility • Excellent communication skills and a people-centric approach to their work • Exceptional organizational skills to structure documentation in a way that makes resources accessible to a broad audience regardless of background or area of expertise • Excellent written and oral communication skills with a demonstrated ability to present and influence credibly and effectively at all levels of an organization • Have previous remote work experiences and appropriate remote work set-up - such as quiet space, stable internet connection, and a backup location • Be prepared to work full-time hours on a schedule that includes evenings, weekends, and holidays