Demo

Help Desk Representative

Hyannis Air Service Inc
Hyannis, MA Full Time
POSTED ON 1/13/2025
AVAILABLE BEFORE 3/13/2025

SUMMARY:

The Help Desk Agent is responsible for providing on-the-spot guidance and technical support to frontline Airport and Call Center employees. The Help Desk seeks out solutions to process customer ticketing and check-in transactions and any issues that may surface in the process.


PRIMARY RESPONSIBILITIES:

 •    Provide first-level contact for problem resolution
•    Efficiently respond to a steady-stream of incoming employee communication via phone, email, Skype or other means for expedient resolution
•    Participate in efforts to correct or prevent recurrence of existing problems and develop best practices in use of company technology
•    Develop a thorough knowledge of company systems, policies, procedures as well as airline partners and industry business practices
•    Escalate issues as required, managing system outages or interruptions in accordance with company procedure
•    Conduct quality assurance testing
•    Provide feedback on existing and new functionality, technology releases, and company implementations
•    Demonstrate the values of our company mission: kindness, teamwork, respect, and the spirit of our company mantra: MOCHA HAGoTDI!
•    Additional duties as assigned

QUALIFICATIONS:

•    Previous airline experience working at an airport or call center
•    Previous experience with an airline reservations system, such as Amadeus, Sabre, or HP/Shares
•    Excellent organizational, written and verbal communication skills
•    Ability to solve issues that may be unstructured and require use of conceptual thinking
•    Possess aptitude for working with new and emerging technology
•    Ability to use Windows based computer software, including Word and Outlook
•    Flexibility of schedule and ability to work days, evenings, weekends, and some holidays
•    Demonstrate active listening and creative problem-solving
•    Professional, courteous, thoughtful and composed

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