Customer Support Analyst

About Portside, Inc.

Portside is a leading provider of modern software solutions for the global aviation industry. As a fast-growing SaaS company, we operate across three key verticals: business aviation, regional commercial aviation, and aircraft leasing & finance. With nearly 300 team members spread across five continents, we support over 1,000 enterprise customers, helping them streamline and manage all aspects of their day-to-day operations.

Job Summary

We are seeking a dependable and detail-oriented Customer Support Analyst to support aviation software products within our portfolio. This role focuses on providing accurate, timely responses to customer support tickets, troubleshooting common issues, and escalating more complex cases with complete documentation. The ideal candidate has a strong technical aptitude, foundational aviation knowledge, excellent communication skills, and a commitment to delivering high-quality customer service.

This position's work hours are 10am to 7pm Eastern Standard Time.

Key Responsibilities

• 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.

Qualifications

Education:

• Bachelor’s degree preferred, ideally in Aviation Management, Information Technology, or a related field.

Experience:

• 1–3 years of experience in customer support, help desk, or similar role, preferably supporting software or SaaS products;
• Proven ability to handle high volumes of inquiries while maintaining accuracy and customer satisfaction.

Aviation Knowledge:

• Required: familiarity with aviation operations, flight departments, scheduling concepts, dispatch workflows, or industry standards (e.g., Part 91 / Part 135 regulations);
• Ability to communicate effectively with aviation professionals such as dispatchers, schedulers, and flight department personnel.

Communication Skills:

• Strong written and verbal communication skills with the ability to translate technical concepts into clear instructions;
• Ability to maintain professionalism and clarity across all customer interactions.
• Must be proficient in English (written and verbal) to perform job duties.

Problem-Solving Ability:

• Skilled in diagnosing straightforward issues and identifying when escalation is needed;
• Able to analyze customer interactions and identify recurring challenges or training gaps.

Technical Skills:

• Experience working with cloud-based applications or aviation management systems,
• Familiarity with CRM/ticketing tools such as Zoho Desk, Zendesk, Salesforce, or JIRA;
• Comfortable navigating logs, settings, and user configuration screens.

Multitasking & Time Management:

• Ability to manage multiple tickets in a fast-paced environment while maintaining accuracy;
• Strong prioritization skills and ability to work independently in a remote environment

Availability:

• Consistent availability during assigned shifts aligned to U.S. business hours; required to participate in after-hours or weekend coverage.

What We Offer

• Competitive base salary
• Fully remote work
• Generous time off policy
• Opportunities for professional development and career advancement.
• Dynamic, collaborative, and fast-growing work environment.

Key skills/competency

• Customer Support
• SaaS Products
• Aviation Operations
• Troubleshooting
• Ticketing Systems (Zendesk, JIRA)
• Client Communication
• Problem Solving
• Time Management
• Product Knowledge
• SLA Management