Want to be part of a team that's changing the way Canada travels?
As Canada’s largest independent ultra-low-cost airline, that’s exactly what we’re doing at Flair Airlines. By consistently offering airfares that are a fraction of the ticket prices of “those other airlines”, we are making air travel an affordable option for millions of couch-bound Canadians.
Yes, we’re an airline, but we truly believe that our product is our people. Low fares are important, but it takes great people delivering consistently outstanding customer-focused service to build brand loyalty.
Flair Airlines is currently seeking a permanent, full-time Support Centre Analyst to join our growing and ever-changing organization Reporting to the Senior Manager, Information Technology, this Support Centre Analyst will provide technical support via telephone and ticketing system to solve computer software/application questions and problems including and not limited to MS Windows, Internet browser, MS Office, Outlook, network printers, remote access, VPN, and password resets. The role requires a team player that possesses superior communication; excellent interpersonal and customer service skills and is also a self-starter with both a strong sense of urgency and the ability to find their own solutions to problems and work independently when needed.
Primary Job Functions:
The duties of the Support Centre Analyst include:
- Receive and promptly respond to incoming customer telephone calls and e-mails pertaining to service requests or inquiries
- Provide exemplary customer service as the initial point of contact, serving as our front-line support
- Thoroughly gather customer information to accurately diagnose and troubleshoot their problems or fulfill their requests
- Ensure meticulous recording and documentation of all pertinent details during the initial interaction, ensuring accuracy and completeness of information
- Conduct efficient triage on service requests, aiming to resolve issues within a maximum of 15 minutes; promptly escalate complex matters to Tier 2 support when necessary
- Adhere strictly to established procedures and protocols to effectively address common issues, ensuring consistent and reliable solutions
- Execute user setups and perform standard tasks meticulously, strictly following prescribed guidelines and procedures
- Collaborate seamlessly within a rotating shift schedule to ensure uninterrupted support coverage and meet service-level objectives
- Proactively engage in ongoing training and pursue required certifications to enhance knowledge and expertise
- Other duties as assigned from time to time
Safety Duties, Accountabilities, Authorities, and Responsibilities:
- Support the SMS program through participation and reporting
Qualifications and Education Requirements:
- Technical certificate or diploma in Computer Science, Management Information Systems, or related field
- Minimum of three (3) to five (5) years of work experience in a fast-paced support centre role
- Strong technical knowledge, including proficiency in Microsoft Office, basic PC troubleshooting, and fundamental networking concepts
- Exceptional customer relationship skills, demonstrated by the ability to swiftly establish rapport and exhibit empathy towards customers
- Excellent communication skills, encompassing active listening and articulate communication with customers, colleagues, and managers
- Proficient problem-solving abilities, enabling the understanding and resolution of issues
- Demonstrates self-drive, determination, and a proactive approach towards fulfilling responsibilities
- Highly skilled in effective time management, ensuring tasks are accomplished efficiently and with precision
- Capable of working collaboratively as part of a team or autonomously, while maintaining optimal performance
- Possesses adaptability and thrives in high-pressure situations
- Thorough understanding of business continuity processes
- Clear criminal record check and satisfactory employment references
- Must be legally eligible to work in Canada without any restrictions
Flair Airlines offers a competitive compensation package including medical and dental benefits, short and long-term disability, life insurance, dependent life insurance, employee & family assistance program, a defined contribution pension plan (matched contributions), and a staff travel program.
How to Apply:
Please apply online directly to the posting. Applications should clearly demonstrate how your skills meet or surpass, the requirements of the position of Support Centre Analyst. Further information about the Company can be found at www.flyflair.com
At Flair Airlines, we work together to promote an inclusive environment that attracts talented individuals and signals our commitment to celebrate and promote diversity. We are devoted to creating equitable, inclusive, and diverse workspaces and we encourage qualified candidates from all backgrounds to apply for this role.
We wish to thank everyone who applies, however, due to the number of applications received only those shortlisted will be contacted. We cannot accommodate phone inquiries.
We look forward to meeting you at Flair Airlines!