SUMMARY:

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.

PRIMARY 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

QUALIFICATIONS: 

• 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!