Customer Support Analyst
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Job Description
Customer Support Analyst at Portside, Inc. providing customer support for aviation software products remotely. Responsible for troubleshooting issues and maintaining customer satisfaction in the aviation industry.
Responsibilities:
- Serve as the first point of contact for customer inquiries submitted through the support ticketing system
- Accurately categorize, triage, and respond to tickets following established workflows
- Troubleshoot and resolve common issues related to product functionality, user errors, configuration questions, and system navigation
- Gather all required details (steps to reproduce, screenshots, logs, environment information) to support efficient troubleshooting
- Escalate complex issues, bugs, and product gaps as needed to Product Support, or Product teams with complete, structured information
- Collaborate with Support Leads and Product teams to ensure accurate routing of bugs, enhancements, and feature requests
- Follow product-specific escalation paths, ticket statuses, and routing rules consistently across both supported products
- Participate in internal syncs to discuss recurring issues, documentation updates, and process improvements
- Maintain and update internal knowledge base articles and ticket-handling guidelines
- Identify opportunities to improve documentation based on recurring customer questions or troubleshooting gaps
- Ensure all interactions follow defined SLAs, communication standards, and ticket quality expectations
- Meet performance metrics for accuracy, First Response Time, CSAT, and ticket completeness
- Maintain a high level of professionalism and written communication quality in all customer-facing responses
- Continuously develop product knowledge through training, demos, and internal learning resources
Requirements:
- Bachelor’s degree preferred, ideally in Aviation Management, Information Technology, or a related field
- 1–3 years of experience in customer support, help desk, or similar role, preferably supporting software or SaaS products
- Familiarity with aviation operations, flight departments, scheduling concepts, dispatch workflows, or industry standards (e.g., Part 91 / Part 135 regulations)
- Strong written and verbal communication skills with the ability to translate technical concepts into clear instructions
- Must be proficient in English (written and verbal)
- Skilled in diagnosing straightforward issues and identifying when escalation is needed
- Experience working with cloud-based applications or aviation management systems
- Familiarity with CRM/ticketing tools such as Zoho Desk, Zendesk, Salesforce, or JIRA
- Ability to manage multiple tickets in a fast-paced environment while maintaining accuracy
Benefits:
- Fully remote work
- Generous time off policy
- Opportunities for professional development and career advancement
- Dynamic, collaborative, and fast-growing work environment
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