Job Description

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.
Reporting to the Manager, IT, the 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 incoming customer telephone calls and e-mails related to service requests or inquiries
• Provide superior customer service to our clients as our front-line support
• Gather customer information to troubleshoot their problem/request
• Record and accurately process all appropriate information on first contact
• Conduct triage on service requests and resolve issues within 15 minutes or escalate to Tier 2
• Follow defined procedures to complete common issues
• Complete user setup and other standard tasks following proper procedures
• Participate in a rotating shift schedule
• Complete training and certifications required
• Other duties as assigned from time to time

Qualifications and Skills Required:

• Minimum of a one-year technical certificate or diploma in Computer Science, Management Information Systems or related field
• Minimum of three to five years of work experience in a fast-paced support centre role
• Technical knowledge (e.g. Microsoft Office, PCs basic networking).
• Customer Relationship Skills – able to establish quick working relationships/empathy with customers.
• Communication – listening, ability to communicate clearly with customers, colleagues, and managers.
• Problem Solving – understands and resolves basic problems.
• Drive and determination.
• Effective Time Management.
• Ability to effectively work with a team or independently
• Has a flexible approach and works well under pressure.
• Understanding of business continuity processes.
• Clear criminal record check and satisfactory employment references.
• Must be legally eligible to work in Canada.

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 which attracts talented individuals and signals our commitment to celebrate and promote diversity. We are devoted to creating equitable, inclusive and diverse work spaces 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!