Customer Support Analyst

Portside

United Kingdom

Remote

GBP 30,000 - 40,000

Full time

14 days+

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Benefits offered by this job

Competitive base salary

Fully remote work

Generous time off policy

Opportunities for professional development

Job summary

A fast-growing software company in the United Kingdom is searching for a Customer Support Analyst. The role entails providing timely support for aviation software products, resolving customer inquiries, and maintaining high quality in communication. Ideal candidates should have strong technical aptitude and communication skills, with a background in customer support. This position offers a competitive salary and fully remote work options, along with opportunities for professional growth.

Qualifications

1–3 years of experience in customer support or help desk.
Familiarity with aviation operations and regulations.
Proficient in English for clear communication.

Responsibilities

Serve as the first point of contact for customer inquiries.
Troubleshoot and resolve common issues.
Maintain and update internal knowledge base articles.

Skills

Strong written and verbal communication

Problem-solving ability

Technical skills with cloud applications

Multitasking

Education

Bachelor’s degree in Aviation Management or related field

Tools

Zoho Desk

Zendesk

Salesforce

JIRA

Job description

Overview

Join to apply for the Customer Support Analyst role at Portside.

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.

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.

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