30 Apr 2025
[Hiring] Help Desk Agent REMOTE USA
Position: Help Desk Agent
Date posted: 2025-04-30
Industry: other
Employment type: Full Time
Experience: 2 to 3 year
Qualification: Bachelor’s Degree holder
Location: United States, REMOTE
Company: Cape Air
Description:
Hiring Remote Help Desk Agent
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