Help Desk Representative

This is a fully remote position, open to applicants in United States.

📋 Description

• Serve as the primary point of contact for users seeking assistance with software applications and hardware issues through phone, email, or in-person interactions.

• Ensure a high level of expertise in the roles of reservations and airport agents.

• Conduct testing and provide feedback on current programs, new releases, and new functionalities within existing or newly established distribution channels.

• Accurately and promptly log issues and their resolutions into the helpdesk ticket management system.

• Escalate calls or emails that cannot be resolved at the initial request or that involve urgent operational matters, following the Help Desk Escalation Process.

• Review PNRs as time permits to confirm that passengers are prepared for check-in.

• Aid in the upkeep of the department’s reference materials.

• Reinforce training while assisting employees.

• Support and motivate frontline agents to avert customer service failures.

• Engage in additional or regular training sessions to uphold subject matter expertise.

• Perform other duties as assigned.

⛳️ Requirements

• Exceptional skills in Amadeus PSS.

• Background in Station or Reservations with a thorough understanding of company protocols, Cape Air philosophy, and the customer experience.

• Knowledge of airport operations (e.g., FLIFO, World Tracer), security protocols, the Cessna 402, Britten Norman Islander, and Tecnam P2012.

• Strong technology and computer skills.

• Excellent verbal and written communication abilities.

• Quick learner with the capability to master new skills efficiently.

• Well-organized with the ability to prioritize tasks effectively.

• Quick to reference source materials to resolve inquiries.

• Capable of maintaining focus and composure in all situations.

• Effective communicator with employees in all circumstances, including high-stress or time-sensitive situations.

• Proven ability to assist colleagues.

• Patient, enthusiastic, and possess a positive demeanor.

• Exemplifies the values of our mission and vision: kindness, respect, teamwork, and the spirit of MOCHAHAGoTDI!

🏝️ Benefits

• Comprehensive health and wellness programs.

• Opportunities for professional development and advancement.

• Supportive work environment that fosters teamwork and collaboration.