Remote Help Desk Representative

Hyannis Air Service Inc

1d•Remote

About The Position

The Helpdesk provides phone and email support, advice and guidance to frontline agents and other company employees. The Helpdesk seeks out solutions using published material, judgment and, when necessary, by channeling complex problems to the appropriate subject matter experts. The Helpdesk offers support in many areas, including (but not limited to) the following: Amadeus PSS commands Reservations and Check-In procedures Company policies (e.g. pet transport, UNAM, etc.) Security Policies (e.g. firearms transport, FAM travel, Secure Flight, etc.) FLIFO, World Tracer and other technology tools IT Support (e.g. website access, email, printer & general computer issues) Revenue Integrity (TTY, Dupe bookings, etc.) The Helpdesk is expected to log and document all help requests. In addition, Helpdesk agents will be trained regularly in related areas in order to offer the best support to company employees.

Requirements

Excellent Amadeus PSS skills
Station or Reservations background with a strong knowledge of company procedures, Cape Air philosophy and the customer experience
Understanding of airport functions (e.g. FLIFO, World Tracer), security, the Cessna 402, Britten Norman Islander, and Tecnam P2012
Proficient technology/computer skills
Excellent oral and written communication skills
Able to learn and master new skills quickly
Well organized and able to prioritize workload
Able to quickly reference source material to answer questions
Able to stay focused and calm in all situations
Able to communicate effectively with employees in all situations, including those where employee is under stress or in a time-sensitive situation
Demonstrated ability to assist peers
Patient, enthusiastic and positive attitude
Demonstrates the values of our mission and vision: kindness, respect, teamwork and the spirit of MOCHAHAGoTDI!

Responsibilities

Provide first-level contact and problem resolution for all users with software application & hardware problems via phone, email or in person
Maintain proficiency with the responsibilities of reservations and airport agents
Perform testing and offer feedback on existing programs, new versions of these programs and new functionality within existing or new distribution channels
Provide accurate and timely logging of problems and resolution for problems into helpdesk ticket management system
Elevate calls/emails that cannot be answered at initial request or urgent matters affecting the operation pursuant to the Help Desk Escalation Process
As time allows, review PNRs to ensure passengers are check-in ready
Assist with maintaining the department’s reference materials
Reinforce training when assisting employees
Support and encourage frontline agents to prevent customer service failures
Participate in additional/regular training sessions to maintain subject matter knowledge
Additional duties assigned