Help Desk Specialist Full-time Job

The Help Desk Specialist role is responsible for resolving priority service and reservation troubleshooting requests for a variety of internal and external stakeholders. Help Desk Specialists provide concierge service to Canadian North Board of Directors, VP's, community leaders, and travel agents. Additional support is provided through the timely management of email requests for specialty reservations and special service requests.

Reports to: Team Lead, Customer Contact Center

*Non-bargaining 

Duties and Responsibilities

Must be able to perform, but not limited to, the following duties and responsibilities:

• Provide corporate VIP services for key stakeholders including Board of Directors and Executive Team;
• Tier 3 level support internally for Medical Travel Team, Customer Contact Center, airports, and internal stakeholders;
• Manage group bookings including responding to all inquiries, provide group quotes, book and administer group bookings in accordance with group policies;
• Travel agency support escalations;
• Manage oxygen request for Government of Nunavut Medical Travelers;
• Book and track requirements for Sales and Marketing initiatives such as complimentary tickets, sponsorship programs, etc.
• Liaise with select internal and external customers to provide enhanced service for imminent travel needs;
• Communicate situations requiring escalation to Senior Management, as required;
• Prepare and distribute reports;
• Identify opportunities and areas for improvement and liaises with internal stakeholders to facilitate change and for continuous customer service improvement;
• Actively participate in the continuous improvement of customer support initiatives and programs;
• Provide after-hours support to various teams ensure highest level of customer service resolution;
• Assist with special projects as required;
• Other duties as assigned.

Skills and Qualifications

Included, but not limited to, the following skills and qualifications:

• Hich-school diploma or equivalent related work experience;
• Two (2) years of previous experience;
• Exemplary customer service skills;
• Strong Interpersonal and communication skills for internal and external Customers;
• Strong organizational, problem solving, analytical and decision making skills;
• Resolve customer issues with the highest level of integrity and professionalism;
• Keen knowledge of company policies, Procedures and Tariffs;
• Attention to detail and ability to quickly solve problems;
• Must be adept at handling multiple tasks, and prioritizing duties;
• Strong process and procedural skills;
• Comfortable using the following software in a typical work day: Microsoft Office Programs (Outlook, Teams, SharePoint, Word, Excel);
• Superior Sabre skills including reservations, pricing, ticketing, check-in;
• Knowledge of airline accounting processes considered an asset;
• Must be able to support working in a 7-day a week rotation-based; schedule, including weekends and statutory holidays;
• Excellent English written and verbal communication skills;
• Ability to communicate in French an asset;
• Ability to communicate in Inuktitut a definite asset;
• Ability to obtain and retain an Airport Restricted Area Pass in accordance with the Airport Restricted Area Access Clearance Program regulated by Transport Canada.

Closing date: September 27th, 2024

Bradley Air Services, operating as Canadian North, is a wholly Inuit-owned airline[6] headquartered in Kanata, Ontario,[7] Canada. It operates scheduled passenger services to communities in the Northwest Territories, Nunavut and the Nunavik region of Quebec, as well as southern destinations such as Edmonton, Montreal and Ottawa.[8] It also has an interlining agreement with Air Greenland.