Customer Support Analyst

Overview

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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.

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.

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