BART, A Portside Company

Customer Support Analyst

BART, A Portside Company

full-time

Posted on:

Location Type: Remote

Location: Remote • 🇵🇹 Portugal

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Job Level

Mid-LevelSenior

Tech Stack

Cloud

About the role

  • 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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
troubleshootingticket categorizationissue resolutiondocumentation updatesperformance metricscloud-based applicationsSaaS productsdiagnosing issuesescalation proceduresticket handling
Soft skills
written communicationverbal communicationprofessionalismcollaborationprocess improvementcustomer serviceattention to detailtime managementproblem-solvingadaptability
Certifications
Bachelor’s degreeAviation ManagementInformation Technology