Support Centre Analyst

3 weeks ago

Edmonton, Canada Flair Airlines Ltd. Full time

**Are you ready to take your career to new heights?**

**Job Title**: Support Centre Analyst

**Department**: IT Infrastructure and Services

**Location**:Edmonton, AB

**Work Arrangement**:This role is primarily based in the office environment

**Position Overview**:
The duties of the **Support Centre Analyst **include:

- 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

**Qualifications & Requirements**:

- ** Education**:

- Technical certificate or diploma in Computer Science, Management Information Systems, or related field
- ** Experience**:

- Minimum of three (3) to five (5) years of work experience in a fast-paced support center 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 toward customers
- 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
- ** Skills & Abilities**:

- Demonstrated ability to work effectively in a high-stress, deadline-driven, ever-changing work environment while prioritizing tasks and assignments
- Strong communication skills and the ability to build effective working relationships with a variety of stakeholders
- Ability to handle multiple tasks and maintain an organized workflow
- Demonstrated analytical, decision-making, and problem-solving skills
- ** Competencies**:

- Leading as a Flair teammate by demonstrating collaborative behavior and modeling the company's values in all interactions
- Maintaining diverse relationships with peers and stakeholders to foster effective communication and collaboration
- Delivering results with impact by setting clear goals, prioritizing tasks effectively, and continuously striving for improvement in performance and outcomes.
- ** Requirements**:

- Clear criminal record check and satisfactory employment references
- Must be legally eligible to work in Canada without restriction

**Why Join Flair Airlines**:
At Flair Airlines, we value our employees and provide a supportive and collaborative work environment that offers opportunities for growth and professional achievement. Additionally, we offer a comprehensive benefits package, **effective on your first day of employment**, which includes:

- Competitive compensation package including medical and dental benefits, both short and long-term disability coverage, life insurance, dependent life insurance, and an employee & family assistance program.
- Pension plan with matched contributions.
- Individualized performance bonuses based on achievements.
- Attractive referral incentive program.
- Access to our staff travel program, allowing employees and their travel companions unlimited travel access across the Flair network.

**How to Apply**:
If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role.

**Application Deadline: June 16, 2024**

We look forward to the possibility of welcoming you on board

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