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