Portside · 9 hours ago

Customer Support Analyst

United States

Full-time

Remote

Entry, Mid Level

2+ years exp

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AerospaceAir Transportation

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Responsibilities

Serve as the primary contact for safety management software users, responding to software problems and inquiries via phone and email.

Troubleshoot and resolve technical issues related to software functionality, integrations, and system performance.

Collaborate with product and engineering teams to report, document, and address software bugs, system gaps and enhancement requests.

Assist with customer onboarding, training sessions, and adoption of software features.

Act as the escalation point for support tickets and coordinate with engineering team on resolutions

Develop and maintain a knowledge base, FAQs, and training materials to empower customers with self-service tools.

Monitor customer engagement, usage trends, and potential churn risks to help drive retention and satisfaction.

Maintain high customer satisfaction through effective problem resolution and proactive engagement.

Continuously expand knowledge of Portside's offerings and new product features to provide comprehensive support

Stay up to date with Aviation industry trends, regulations and compliance requirements.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Customer SupportAviation ManagementSafety Management SystemsCloud-based Aviation PlatformsCRM ToolsAviation OperationsCompliance RequirementsRisk AssessmentFlight Scheduling SoftwareMaintenance Tracking SoftwareCrew Management Tools

Required

Bachelor’s degree, preferably in Aviation Management, Aviation Safety Management, Information Technology, or a related field.

2–3 years of experience in a customer support or help desk role, with a proven ability to manage high inquiry volumes while maintaining excellent customer service.

Familiarity with aviation operations, SMS (safety management systems), scheduling systems, and compliance requirements (e.g., Part 135 or Part 91 regulations).

Understanding of risk assessment, safety reporting workflows, and corrective action tracking within aviation contexts.

Proficiency in cloud-based aviation management platforms and CRM tools (e.g., Zendesk, Salesforce, JIRA).

Strong problem-solving abilities with attention to detail in diagnosing issues, identifying trends, recommending solutions.

Exceptional verbal and written communication skills tailored to aviation professionals, such as safety managers, dispatchers, flight department managers, and crew schedulers.

Demonstrated success in building relationships with customers and driving satisfaction in a high-pressure environment.

In addition to regular business hours (9 am – 5 pm EST), a willingness to participate in an on-call rotation for after-hours and holiday support as needed is required.

Preferred

Knowledge of aviation-related software systems beyond safety management, such as flight scheduling, maintenance tracking, or crew management tools is a plus.