Help Desk Representative

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October 31

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WinAir

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Aerospace • SaaS

WinAir is a leading provider of aviation management software, established in 1988. The company offers software solutions designed to enhance maintenance compliance, streamline processes, and improve the accuracy of reporting for aviation operations. WinAir's software is trusted by organizations worldwide to manage aircraft maintenance and inventory control efficiently. Known for its robust and adaptable solutions, WinAir serves a diverse client base that includes airlines, helicopter operators, MROs, and CAMOs. With over 30 years of industry experience, WinAir helps aviation companies integrate operations, improve profitability, and meet the challenges of maintenance logistics through innovative digital tools.

51 - 200 employees

Founded 1993

🚀 Aerospace

☁️ SaaS

📋 Description

• Communicate with customers via our Incident System, remote desktop technology and phone. • Act as the first responder to analyze/triage incoming incidents for completeness and communicate with customers to gather any additional information required. • Provide documentation to customers, when applicable, to resolve their requests. • Direct incoming incidents to the required departments. • Monitor the Customer Dashboard to ensure timely processing of customer requests. • Administer customer community discussions. • Download, extract, and analyze customer databases for testing purposes. • Assist with database preparation and data conversions for system upgrades and installations. • Assist with customer software installations, data conversions, and system upgrades. • Provide written and verbal responses to customer queries. • Assist in developing and documenting user testing scenarios. • Write installation and support procedure documentation. • Assist with publication of Help Documentation. • Evaluate and test software for quality assurance as assigned.

🎯 Requirements

• Minimum of College Diploma in Computer Programming, Internet Applications & Web Development, Multimedia Technology or related discipline. • Help Desk support experience working with software applications or equivalent. • Experience working with Atlassian products (Service Desk, Jira and Confluence) would be beneficial but not required. • Experience with data entry following documentation control standards would be beneficial but not required. • Experience using AI tools to improve response time and customer satisfaction standards would be beneficial but not required. • Must be professional and clear in articulating the message when interacting with clients. • High technical aptitude and proficiency with general information technology to learn new software and supporting applications. • Sound analytical, problem-solving and decision-making skills. • Excellent presentation skills and ability to communicate new ideas effectively. • Knowledge of Windows Operating Systems, Microsoft Office Suite and Internet Explorer. • Experience working with MS SQL preferred. • Aviation experience/knowledge or related field (preferred). • Fluency in additional languages is considered an asset.

🏖️ Benefits

• extended healthcare • dental • EAP • RRSP matching • flexible work schedule • Summer Friday hours • different social committee events • quarterly Town Hall meetings