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
As a Customer Support Analyst, you will be integral in providing top-notch service for our Baldwin, Safety management software users. This role involves troubleshooting complex issues, supporting integrations with other systems, and partnering with cross-functional teams to deliver a seamless user experience. The ideal candidate will have a strong technical acumen, understanding of aviation operation and a dedication to helping clients operate smoothly and efficiently.
Key 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
Qualifications
- 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.
- Knowledge of aviation-related software systems beyond safety management, such as flight scheduling, maintenance tracking, or crew management tools is a plus.
- 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.
Benefits
- Competitive salary
- Health, dental, and vision insurance.
- Retirement plan with company match.
- Opportunities for professional development and career growth.
Portside is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
