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