Customer Support Specialist - Helipass

POSITION OVERVIEW

Under the direction of the Director of Customer Operations, provides technical support and assistance to our external users and customers. As the first point of contact for Helipass technical support related issues, you will troubleshoot hardware, software, and other Helipass application related problems, ensuring minimal disruption to day-to-day business and customer operations. This role is ideal for someone with a strong foundational understanding of software systems, attention to detail, excellent customer service and communication skills, and a passion for solving problems.

ESSENTIAL DUTIES & ACCOUNTABILITIES

• Monitor incoming end-user support tickets and ensure timely acknowledgment and resolution.
• Perform Tier 1 troubleshooting for software, hardware, and basic connectivity issues.
• Document issues, resolutions, and steps taken within the ticketing system.
• Escalate unresolved or complex issues to Tier 2/Engineering teams with clear documentation.
• Communicate professionally and empathetically with end users during issue resolution.
• Assist with hardware installations, configurations, and replacements for internal teams and customers.
• Support basic diagnostics and functional testing of hardware components.
• Help maintain accurate records for hardware deployments, installations, and inventory usage.
• Coordinate with senior support or field teams during on-site or remote installations as needed.
• Participate in quality assurance (QA) testing for new hardware and software features prior to release.
• Execute test cases, validate expected behavior, and document defects or inconsistencies.
• Assist with regression testing during software updates or hardware changes.
• Verify post-release functionality and report issues identified by customers or internal users.
• Develop foundational knowledge of company products, platforms, and support processes.
• Contribute to internal documentation, knowledge base articles, and support guides.
• Follow defined support workflows, quality standards, and security best practices.
• Collaborate cross-functionally with Customer Operations, Product, QA, and Engineering teams.

QUALIFICATION REQUIREMENTS

• Associate degree or at least 2 years of college preferred

• 3+ years of hands-on experience in an IT helpdesk or technical support role
• Basic understanding of operating systems (Windows, macOS, Linux) and common software applications.
• Demonstrated patience and overall courteous behavior when working with internal and external customers.
• Excellent communication skills (written and verbal) and the ability to understand the customer’s needs and communicate technical issues in non-technical terms
• Demonstrated ability to work independently; must be self-motivated and goal oriented.
• Superior organizational and time management skills.
• Ability to multitask and appropriately handle/escalate tasks with conflicting priorities.

• Have a passion for teamwork and problem solving.

ORGANIZATIONAL CORE VALUES

• Safe - We are absolute in our belief in the tenets of Destination Zero and that Zero is not only achievable, but the only acceptable outcome.

• Efficient - We are focused on outcomes that are smart and responsible by making the best use of our resources to maximize overall productivity as a high performing organization.

• Quality - We are committed to ensuring excellent organizational performance, which produces sustainable and reliable outcomes.

• Service - We are dedicated to the service of our customers, our communities and each other.

BEHAVORIAL COMPETENCIES

• Drive & Energy - Effective performers have a high level of energy and the motivation to sustain it over time. They are ambitious and passionate about their role in the organization. They have the stamina and endurance to handle the substantial workload present in today’s organization. They are motivated to maintain a fast pace and continue to produce even in exhausting circumstances.

• Functional/Technical Expertise - Effective performers are knowledgeable and skilled in a functional specialty (e.g., finance, marketing, operations, information technologies, human resources, etc.). They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for the organization.

• High Standards - Effective performers establish and model standards that guarantee exceptional quality and necessary attention to detail. They continually seek to improve processes and products, and they hold staff accountable for quality. They find best practices, share them, and then improve upon them.

• Initiative - Effective performers are proactive and take action without being prompted. They don’t wait to be told what to do or when to do it. They see a need, take responsibility and act on it. They make things happen.

• Integrity - Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions and foster a work environment where integrity is rewarded.

TRAINING REQUIREMENTS

HSEQ DUTIES & RESPONSIBILITIES

• Understand and provide visible support of Destination Zero
• Practice job duties with Safety at the core of all tasks
• A job is not complete unless it is done safely
• Stand-Up, Speak-Out, and Take-Action - Do the right thing when no one is looking, report safety concerns, near misses and incidents to management, use the Stop Work authority to immediately stop unsafe acts or work practices.

DIMENSIONS

PHYSICAL DEMANDS AND ENVIRONMENTAL CONDITIONS

PHYSICAL DEMANDS:

While performing the duties of this job, the employee is regularly required to sit. The employee is frequently required to use hands to finger, handle or feel, and talk or hear. The employee is occasionally required to stand; walk; reach with hands and arms; climb or balance; and stoop, kneel, crouch or crawl. While performing the duties of this job, the employee is regularly required to lift and/or move up to 100 pounds. The special vision abilities for this job are close vision, distance vision, color vision, depth perception and the ability to adjust focus.

WORK ENVIRONMENT:

While performing the duties of this job, the employee is occasionally exposed to wet or humid conditions (non-weather); fumes or airborne particles; outdoor weather conditions; extreme cold (non-weather); extreme (non- heat); risk of electrical shock; and risk of radiation. While performing the duties of this job, the employee is exposed to a moderate noise level.

AMR

DISCLAIMER

The above Statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed, as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified.

PHI Aviation, LLC provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws