Help Desk Representative

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🔥 19 minutes ago

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Cape Air

WebsiteLinkedInAll Job Openings

501 - 1000 employees

Founded 1989

🚗 Transport

👥 B2C

🛍️ eCommerce

Transport • B2C • eCommerce

Cape Air is a regional airline that offers flights to over 30 destinations, primarily across the Northeast and Caribbean regions. It provides services including online check-in, baggage support, and fare specials, catering to both leisure and business travelers. With a fleet that includes the Tecnam P2012 Traveller, Cape Air focuses on connecting passengers to scenic locations such as the Cape and Islands, Puerto Rico, and various Caribbean destinations.

📋 Description

• 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

🎯 Requirements

• 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!