Remote Senior Service Desk Specialist — Customer Care

Southwest Airlines

Tallahassee (FL)

On-site

USD 27,552 - 41,328

Full time

14 days+

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Job summary

Southwest Airlines is seeking a Sr Service Desk Representative to provide specialized support across all inbound channels from a remote base in Tallahassee. The role requires a Bachelor’s degree and involves travel for training and meetings.

You will diagnose and route issues, maintain thorough call documentation, escalate complex problems, and work with the Innovation Group to implement effective solutions while meeting key performance metrics.

Qualifications

Bachelor’s degree required.
Experience in IT service desk or call center environments.
Strong written and verbal communication skills.
Ability to follow documented processes and meet metrics.

Responsibilities

Handle inbound channels (calls and chats) as a primary resource for specialized issues.
Break down issues and route to the appropriate region or vendor.
Document each call and escalate complex issues per processes.
Escalate and coordinate with the Innovation Group for out-of-scope issues.
Use and update the board to track and resolve issues.
Analyze impact and urgency and collaborate on solutions.
Identify patterns across Service Desk channels.
Collaborate with the Issue Board to drive cross-team solutions.
Maintain adherence to service procedures and metrics.
Perform other duties as directed by Service Desk managers.