Technical Support Representative

We are seeking a customer-focused and highly motivated Customer Support Agent to join our Customer Service team. In this role, you will provide support to passengers experiencing travel-related issues and inquiries. You will deliver exceptional service through professional communication, empathy, and effective problem-solving, contributing to a seamless and refined customer experience.

• Deliver exceptional customer service to customers and travel agencies with a focus on first-call resolution
• Provide attentive, professional, and empathetic interactions aligned with our “Flying Refined” service philosophy
• Assist customers with inquiries related to products, services, destinations, and the VIPorter loyalty program
• Promote and guide customers in the use of digital self-service tools
• Process reservations, including new bookings, modifications, cancellations, and applicable fee collection
• Support travel agency reservations and general inquiries
• Achieve established performance targets for call quality, efficiency, availability, and schedule adherence
• Apply resourcefulness, empathy and fairness in resolving customer concerns
• Support additional team and departmental duties as required

• Concern for Safety:
  Identifying hazardous or potentially hazardous situations and taking appropriate action to maintain a safe environment for self and others.
• Teamwork:
  Working collaboratively with others to achieve organizational goals.
• Passenger/Customer Service:
  Providing service excellence to internal and/or external customers (passengers).
• Initiative:
  Dealing with situations and issues proactively and persistently, seizing opportunities that arise.
• Results Focus:
  Focusing efforts on achieving high quality results consistent with the organization’s standards.
• Fostering Communication:
  Listening and communicating openly, honestly, and respectfully with different audiences, promoting dialogue and building consensus.

• Ability to work on a permanent basis in Canada
• High school diploma or equivalent is required
• Completion of college or other post-secondary programs preferred
• Fully proficient in English with strong verbal communication skills;
  French bilingualism is preferred
• Must be available to work flexible shifts between 5:00 a.m. and 02:30 am. EST, seven days per week.
• Schedules are determined by Workforce Management (WFM) based on operational requirements, including call volumes and call patterns.
• Must be able to complete the initial mandatory two-week full-time new hire training program
• Demonstrated ability to work independently and manage challenging conversations professionally and confidently
• Dedicated and quiet home workspace conducive to handling customer calls
• Strong problem-solving abilities and a positive, empathetic attitude
• Basic geography knowledge and foundational math skills