Role overview

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

Responsibilities

Provide first-level contact and problem resolution for all users with software application and 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

Key facts

Remote from: United States
Full time
Help Desk / Technical Support
English

Hard skills

RemedyForce (Ticket Management Software)

Other skills

Troubleshooting (Problem Solving)
Customer Service
Technical Acumen
Communication
Organizational Skills
Stress Management
Teamwork

About the company

Cape Air

Our goal is to get you where you want to be as quickly and easily as possible. Since our first flight between Boston and Provincetown in 1989, Cape Air has provided year-round service to some of the most beautiful destinations in the world.Shortly after that first flight, we expanded our service across southern New England to Hyannis, Nantucket, New Bedford, Martha’s Vineyard and Providence, RI. In 1993, we began offering flights between South Florida and the Keys, and in 1998, our Caribbean route took flight. We began service in Micronesia in 2004 and added 2 new aircraft to our fleet, the ATR-42, which served our routes between Guam, Rota, and Saipan. We expanded our service to the Midwest markets in 2007, and then entered the Montana region in 2013.Now, Cape Air operates a fleet of 68 Cessna 402s, 30 Tecnam P2012 Travellers, and 4 Britten-Norman Islanders. A milestone was reached in September of 2019 with the arrival of Cape Air's newest aircraft type - the industry-changing Tecnam P2012 Traveller. With up to 200 flights per day during high season, Cape Air carries over 400,000 passengers a year, making us one of the largest commuter airlines in the United States.Wherever we fly, Cape Air is recognized for our outstanding customer service and convenient flight schedules. We have ticket and baggage agreements with most major airlines which means smooth connections and money-saving joint fares for our passengers.As an employee-owned company, and on behalf of our owners, we hope you enjoy your trip on Cape Air and we aim, as our mantra encourages, to MOCHA HAGoTDI. It means to Make our Customers Happy and Have a Good Time Doing It.

Company details

Company size501 - 1000

Links

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Job description

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!