Customer Support Specialist - Helipass

PHI Aviation•Lafayette, LA

10d•Onsite

About The Position

Under the direction of the Director of Customer Operations, provides technical support and assistance to our external users and customers. As the first point of contact for Helipass technical support related issues, you will troubleshoot hardware, software, and other Helipass application related problems, ensuring minimal disruption to day-to-day business and customer operations. This role is ideal for someone with a strong foundational understanding of software systems, attention to detail, excellent customer service and communication skills, and a passion for solving problems.

Requirements

3+ years of hands-on experience in an IT helpdesk or technical support role
Basic understanding of operating systems (Windows, macOS, Linux) and common software applications.
Demonstrated patience and overall courteous behavior when working with internal and external customers.
Excellent communication skills (written and verbal) and the ability to understand the customer’s needs and communicate technical issues in non-technical terms
Demonstrated ability to work independently; must be self-motivated and goal oriented.
Superior organizational and time management skills.
Ability to multitask and appropriately handle/escalate tasks with conflicting priorities.
Have a passion for teamwork and problem solving.

Nice To Haves

Associate degree or at least 2 years of college preferred

Responsibilities

Monitor incoming end-user support tickets and ensure timely acknowledgment and resolution.
Perform Tier 1 troubleshooting for software, hardware, and basic connectivity issues.
Document issues, resolutions, and steps taken within the ticketing system.
Escalate unresolved or complex issues to Tier 2/Engineering teams with clear documentation.
Communicate professionally and empathetically with end users during issue resolution.
Assist with hardware installations, configurations, and replacements for internal teams and customers.
Support basic diagnostics and functional testing of hardware components.
Help maintain accurate records for hardware deployments, installations, and inventory usage.
Coordinate with senior support or field teams during on-site or remote installations as needed.
Participate in quality assurance (QA) testing for new hardware and software features prior to release.
Execute test cases, validate expected behavior, and document defects or inconsistencies.
Assist with regression testing during software updates or hardware changes.
Verify post-release functionality and report issues identified by customers or internal users.
Develop foundational knowledge of company products, platforms, and support processes.
Contribute to internal documentation, knowledge base articles, and support guides.
Follow defined support workflows, quality standards, and security best practices.
Collaborate cross-functionally with Customer Operations, Product, QA, and Engineering teams.
Understand and provide visible support of Destination Zero
Practice job duties with Safety at the core of all tasks
A job is not complete unless it is done safely
Stand-Up, Speak-Out, and Take-Action – Do the right thing when no one is looking, report safety concerns, near misses and incidents to management, use the Stop Work authority to immediately stop unsafe acts or work practices.