What are the responsibilities and job description for the Help Desk Representative position at Hyannis Air Service, Inc.?
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 :
