{"schemaVersion":"jobsearcher.job.v1","id":"13ac67dcce4025d6ae5a28ea","url":"https://jobsearcher.com/jobs/13ac67dcce4025d6ae5a28ea","canonicalUrl":"https://jobsearcher.com/jobs/13ac67dcce4025d6ae5a28ea","title":"Remote Help Desk Representative","description":"SUMMARY:\nThe Helpdesk provides phone and email support, advice and guidance to frontline agents and other company employees. The Helpdesk seeks out solutions using published material, judgment and, when necessary, by channeling complex problems to the appropriate subject matter experts. The Helpdesk offers support in many areas, including (but not limited to) the following:\nAmadeus PSS commands\nReservations and Check-In procedures\nCompany policies (e.g. pet transport, UNAM, etc.)\nSecurity Policies (e.g. firearms transport, FAM travel, Secure Flight, etc.)\nFLIFO, World Tracer and other technology tools\nIT Support (e.g. website access, email, printer & general computer issues)\nRevenue Integrity (TTY, Dupe bookings, etc.)\nThe Helpdesk is expected to log and document all help requests. In addition, Helpdesk agents will be trained regularly in related areas in order to offer the best support to company employees.\nPRIMARY RESPONSIBILITIES:\nProvide first-level contact and problem resolution for all users with software application & hardware problems via phone, email or in person\nMaintain proficiency with the responsibilities of reservations and airport agents\nPerform testing and offer feedback on existing programs, new versions of these programs and new functionality within existing or new distribution channels\nProvide accurate and timely logging of problems and resolution for problems into helpdesk ticket management system\nElevate calls/emails that cannot be answered at initial request or urgent matters affecting the operation pursuant to the Help Desk Escalation Process\nAs time allows, review PNRs to ensure passengers are check-in ready\nAssist with maintaining the department’s reference materials\nReinforce training when assisting employees\nSupport and encourage frontline agents to prevent customer service failures\nParticipate in additional/regular training sessions to maintain subject matter knowledge\nAdditional duties assigned\nQUALIFICATIONS:\nExcellent Amadeus PSS skills\nStation or Reservations background with a strong knowledge of company procedures, Cape Air philosophy and the customer experience\nUnderstanding of airport functions (e.g. FLIFO, World Tracer), security, the Cessna 402, Britten Norman Islander, and Tecnam P2012\nProficient technology/computer skills\nExcellent oral and written communication skills\nAble to learn and master new skills quickly\nWell organized and able to prioritize workload\nAble to quickly reference source material to answer questions\nAble to stay focused and calm in all situations\nAble to communicate effectively with employees in all situations, including those where employee is under stress or in a time-sensitive situation\nDemonstrated ability to assist peers\nPatient, enthusiastic and positive attitude\nDemonstrates the values of our mission and vision: kindness, respect, teamwork and the spirit of MOCHAHAGoTDI!","company":"Capeair","rawCompany":"capeair","isRemote":true,"isActive":false,"createdAt":"2026-08-04T23:27:02.238Z","occupations":[{"code":"43-4181.00","title":"Reservation and Transportation Ticket Agents and Travel Clerks","slug":"reservation-and-transportation-ticket-agents-and-travel-clerks"},{"code":"15-1232.00","title":"Computer User Support Specialists","slug":"computer-user-support-specialists"},{"code":"43-4051.00","title":"Customer Service Representatives","slug":"customer-service-representatives"}],"industries":[{"code":"481111","title":"Scheduled Passenger Air Transportation","slug":"scheduled-passenger-air-transportation"},{"code":"561510","title":"Travel Agencies","slug":"travel-agencies"},{"code":"488190","title":"Other Support Activities for Air Transportation","slug":"other-support-activities-for-air-transportation"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"Remote Help Desk Representative","description":"SUMMARY:\nThe Helpdesk provides phone and email support, advice and guidance to frontline agents and other company employees. The Helpdesk seeks out solutions using published material, judgment and, when necessary, by channeling complex problems to the appropriate subject matter experts. The Helpdesk offers support in many areas, including (but not limited to) the following:\nAmadeus PSS commands\nReservations and Check-In procedures\nCompany policies (e.g. pet transport, UNAM, etc.)\nSecurity Policies (e.g. firearms transport, FAM travel, Secure Flight, etc.)\nFLIFO, World Tracer and other technology tools\nIT Support (e.g. website access, email, printer & general computer issues)\nRevenue Integrity (TTY, Dupe bookings, etc.)\nThe Helpdesk is expected to log and document all help requests. In addition, Helpdesk agents will be trained regularly in related areas in order to offer the best support to company employees.\nPRIMARY RESPONSIBILITIES:\nProvide first-level contact and problem resolution for all users with software application & hardware problems via phone, email or in person\nMaintain proficiency with the responsibilities of reservations and airport agents\nPerform testing and offer feedback on existing programs, new versions of these programs and new functionality within existing or new distribution channels\nProvide accurate and timely logging of problems and resolution for problems into helpdesk ticket management system\nElevate calls/emails that cannot be answered at initial request or urgent matters affecting the operation pursuant to the Help Desk Escalation Process\nAs time allows, review PNRs to ensure passengers are check-in ready\nAssist with maintaining the department’s reference materials\nReinforce training when assisting employees\nSupport and encourage frontline agents to prevent customer service failures\nParticipate in additional/regular training sessions to maintain subject matter knowledge\nAdditional duties assigned\nQUALIFICATIONS:\nExcellent Amadeus PSS skills\nStation or Reservations background with a strong knowledge of company procedures, Cape Air philosophy and the customer experience\nUnderstanding of airport functions (e.g. FLIFO, World Tracer), security, the Cessna 402, Britten Norman Islander, and Tecnam P2012\nProficient technology/computer skills\nExcellent oral and written communication skills\nAble to learn and master new skills quickly\nWell organized and able to prioritize workload\nAble to quickly reference source material to answer questions\nAble to stay focused and calm in all situations\nAble to communicate effectively with employees in all situations, including those where employee is under stress or in a time-sensitive situation\nDemonstrated ability to assist peers\nPatient, enthusiastic and positive attitude\nDemonstrates the values of our mission and vision: kindness, respect, teamwork and the spirit of MOCHAHAGoTDI!","datePosted":"2026-08-04T23:27:02.238Z","dateModified":"2026-08-04T23:27:02.238Z","hiringOrganization":{"@type":"Organization","name":"Capeair","sameAs":"https://jobsearcher.com"},"jobLocationType":"TELECOMMUTE","applicantLocationRequirements":{"@type":"Country","name":"US"},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"13ac67dcce4025d6ae5a28ea"},"url":"https://jobsearcher.com/jobs/13ac67dcce4025d6ae5a28ea"}}