Cape Air

• 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