WinAir

IT Support

• Communicate with customers via our Incident System, remote desktop technology and phone.
• Act as the first responder to analyze/triage incoming incidents for completeness and communicate with customers to gather any additional information required.
• Provide documentation to customers, when applicable, to resolve their requests.
• Direct incoming incidents to the required departments.
• Monitor the Customer Dashboard to ensure timely processing of customer requests.
• Administer customer community discussions.
• Download, extract, and analyze customer databases for testing purposes.
• Assist with database preparation and data conversions for system upgrades and installations.
• Assist with customer software installations, data conversions, and system upgrades.
• Provide written and verbal responses to customer queries.
• Assist in developing and documenting user testing scenarios.
• Write installation and support procedure documentation.
• Assist with publication of Help Documentation.
• Evaluate and test software for quality assurance as assigned.

Help Desk Representative

Administration

• Maintain project timelines, deliverables and task lists to ensure ongoing visibility and accountability.
• Track progress and follow up on action items, ensuring deadlines are met and priorities are clear.
• Identify potential delays or issues early and propose practical solutions to keep projects on track.
• Maintain organized project documentation, reports and dashboards.
• Assist with scheduling, meeting preparation and follow-ups to support the Director’s efficiency.
• Help prioritize activities and resources to align with departmental and organizational goals.
• Serve as a central point of contact between the Director of Product and Support and project team members.
• Keep the Director informed with regular updates on project status, risks and milestones.
• Facilitate open and constructive communication within teams, ensuring clarity of expectations and outcomes.
• Provide honest, professional feedback to both the Director and team members to support continuous improvement.
• Exercise sound judgment in making small operational decisions when required.
• Proactively follow up on outstanding items and coordinate next steps to maintain project progress.
• Document and communicate decisions, next steps and deliverables effectively.

Project Administration Specialist

Marketing

• Developing, executing, and monitoring marketing programs for WinAir
• Overseeing marketing activities across various channels
• Supporting lead generation efforts by leveraging social media platforms and other digital marketing tools
• Researching market trends, analyzing data, and providing insights to help define and refine marketing strategies
• Maintaining and updating website content, ensuring messaging is current and aligned with campaign goals
• Supporting end-to-end execution of digital campaigns (email, social, PPC, event marketing)

Help Desk Representative

Project Administration Specialist

Marketing Specialist