Help Desk Representative

Company Profile

In the mid-1980s, WinAir’s founders, Bert and Helen Vergeer, recognized the inefficiencies in aviation maintenance, which relied heavily on paper-based processes. Their vision led to the development of AV-BASE, one of the first digital aviation record-keeping and inventory management systems. Today, WinAir is a fully browser-based solution, used in more than 30 countries. As it celebrates over 35 years in operation, WinAir remains the longest-standing aviation management software provider, continuously innovating to support clients worldwide. With a legacy built on reliability, adaptability, and industry expertise, WinAir continues to shape the future of aviation maintenance management.

Vision Statement

To be the global standard in aviation software—powering safe, efficient, and connected operations through innovation, dependability, and passion.

Mission Statement

We deliver intuitive, reliable aviation software that empowers operators and maintenance teams to work smarter. By combining deep industry knowledge with cutting-edge technology, we streamline operations, ensure compliance, and help our clients keep aircraft flying safely and efficiently.

Our Values

1. Curiosity – A drive to explore, learn, and innovate by asking questions and seeking better solutions.

2. Collaboration – Working together openly and respectfully to achieve shared goals and create stronger outcomes.

3. Dependability – Being reliable, consistent, and accountable in delivering on promises and responsibilities.

4. Efficiency – Maximizing productivity and resources by working smart, staying organized, and reducing waste.

5. Passion – Bringing energy, enthusiasm, and dedication to everything we do, inspiring others through commitment.

Reporting to the Technical Support Manager, the Help Desk Representative will primarily be responsible for screening and responding to customers' needs and questions concerning the applicable version of WinAir. They will work closely with customers to address their problems and questions by providing guidance and solutions in a professional manner. This is an entry-level position with opportunities for advancement within the organization as the Help Desk Representative develops in their role. Their ongoing commitment to lifelong learning, self-drive, and initiative will be key to their success, while assisting with other duties as assigned to support overall customer satisfaction and team growth.

Responsibilities

• 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.

Education & Experience

• Minimum of College Diploma in Computer Programming, Internet Applications & Web Development, Multimedia Technology or related discipline.

• Help Desk support experience working with software applications or equivalent.

• Experience working with Atlassian products (Service Desk, Jira and Confluence) would be beneficial but not required.

• Experience with data entry following documentation control standards would be beneficial but not required.

• Experience using AI tools to improve response time and customer satisfaction standards would be beneficial but not required.

Skills & Aptitudes

• Must be professional and clear in articulating the message when interacting with clients.

• High technical aptitude and proficiency with general information technology to learn new software and supporting applications.

• Sound analytical, problem-solving and decision-making skills.

• Excellent presentation skills and ability to communicate new ideas effectively

• Knowledge of Windows Operating Systems, Microsoft Office Suite and Internet Explorer

• Experience working with MS SQL preferred.

• Aviation experience/knowledge or related field (preferred).

• Fluency in additional languages is considered an asset.

Environment & Physical

• Candidate must reside in Ontario, Canada

• Work in a fast-paced environment with changing priorities

• Be able to work remotely and on-site upon request

• Be able to sit for prolonged periods

Why Work for Us?

We offer a competitive compensation package based on experience and a proven track record of success relative to the deliverables of the role. Benefits offered at WinAir include extended healthcare, dental, EAP, RRSP matching, etc.

We are also proud to offer a flexible work schedule, including "Summer Friday hours" maximizing good work-life balance, different social committee events, and quarterly Town Hall meetings to foster teamwork and a strong, long-lasting work relationship.

Do you want to hear more about what we can offer? Why not check out our website and see what is available? We are hiring for different roles and would love to hear from qualified individuals like yourself!

To Apply

Please submit your resume and a detailed cover letter explaining your experience, knowledge, and ability towards this career path, and why we need to speak with you.

Thank you in advance for your interest. Only those candidates selected for an interview will be contacted. If you require any accommodation at any point of recruitment process, please let us know.