Support Centre Analyst

Take Your Career to New Heights with Flair Airlines

We’re here to make air travel affordable for everyone, and we’re looking for talented individuals who want to help us continue changing the industry for the better. As Canada’s most reliable airline, we're all about offering real value. As we continue to expand our network, increase flight frequencies, and introduce more services, we’re looking for passionate team members to help us in our mission to make air travel accessible for everyone. We know who we are, and we’re confident in our approach - but we don’t take ourselves too seriously.

Your Team:

Join the Information Technology team at Flair as a Support Centre Analyst, delivering first-line technical support in a fast-paced, hybrid office environment. Reporting to the Manager, Service Desk, you will play a critical role in resolving technical issues and ensuring seamless IT operations across the organization. In this role, you will respond to internal user inquiries via phone and ticketing systems, troubleshooting software, hardware, and access-related issues across tools such as MS Windows, Office, Outlook, VPN, internet browsers, and network printers. You’ll ensure issues are resolved promptly, escalate when necessary, and contribute to maintaining a high standard of IT service delivery. The ideal candidate is resourceful, detail-oriented, and thrives in dynamic, collaborative environments. You bring strong communication skills, technical problem-solving ability, and a customer-focused mindset that ensures positive end-user experiences. Occasional flexibility may be required to support after-hours issues or IT projects across teams.

This position is based on-site at one of our offices in Edmonton (YEG) or Toronto (YYZ).

A Day in the Life:

As a Support Centre Analyst, you will:

• Respond promptly to incoming customer calls and emails, addressing service requests and inquiries with professionalism and urgency.
• Deliver exceptional customer service as the first point of contact, representing IT with a solution-oriented approach.
• Accurately gather and assess customer information to diagnose issues and fulfill requests effectively.
• Document all interactions thoroughly and accurately, ensuring complete and detailed records of each case.
• Perform initial triage on service requests, resolving issues within 15 minutes when possible, and escalating more complex cases to Tier 2 support as needed.
• Follow established procedures and protocols to consistently resolve common issues and maintain high service standards.
• Complete user account setups and routine tasks with precision, adhering strictly to documented processes and guidelines
• Collaborate effectively within a rotating shift schedule to ensure continuous support coverage and consistently meet service-level targets.
• Proactively participate in ongoing training and obtain required certifications to continuously enhance skills and technical expertise.
• Perform additional duties as assigned to support the team and organizational goals

What You Bring to the Role:

The preferred candidate should exemplify Flair's core values of honesty, efficiency, accountability, and respect, while demonstrating success in previous roles. Additionally, we are seeking individuals who possess:

• Education:
  • Minimum of a one-year technical certificate or diploma in Computer Science, Management Information Systems, or related field
• Experience:
  • Minimum of three (3) years of experience working in a fast-paced support center environment.
  • Understanding of business continuity processes
• Skills and Abilities:
  • Solid understanding of Microsoft Office suite, PC hardware, and basic networking concepts to effectively troubleshoot and resolve common technical issues.
  • Exceptional interpersonal skills with the ability to quickly build rapport and demonstrate empathy, ensuring a positive customer experience.
  • Strong verbal and written communication skills; able to listen actively, explain technical information clearly, and interact professionally with customers, colleagues, and management.
  • Able to quickly assess issues, identify root causes, and implement practical solutions to routine technical problems.
  • Proactive and determined with a strong drive to resolve issues efficiently and continuously improve processes.
  • Skilled at prioritizing tasks, managing workload effectively, and meeting deadlines in a fast-paced environment.
  • Comfortable working autonomously as well as part of a team, adapting to various work styles and contributing to group goals.
  • Flexible and calm under pressure, able to manage changing priorities and maintain performance in a dynamic, high-demand setting.
• Requirements:
  • Clear criminal record check and satisfactory references.
  • Must be legally eligible to work in Canada without restriction.

Why You’ll Love Working Here:

At Flair, we prioritize our teams by cultivating a supportive, collaborative work environment filled with opportunities for growth. Investing in our people is at the heart of what we do because your success fuels our collective achievements. We are dedicated to fostering a workplace where leaders thrive, innovation flourishes, and every team member feels valued and empowered.

From the moment you join us, you’ll have access to a comprehensive benefits package designed to support your well-being—because when you’re at your best, so are we. This benefits package includes:

• Comprehensive Salary - A salary that reflects your experience and contributions.
• Comprehensive Benefits - Competitive medical and dental coverage, disability insurance, life insurance, and an employee and family assistance program.
• Retirement Savings – A pension plan with employer-matched contributions.
• Unlimited Travel Perks – Enjoy free and discounted flights for you and your travel companions.

If you’re ready to join a team that’s bold, innovative, and fun, we want to hear from you!

Your Career, Your Journey - Join Flair!

If you’re ready to embark on this exciting journey with Flair Airlines, please submit your resume through the job posting and answer a few questions about your experience and suitability for the role. We look forward to your application.

Apply by September 7, 2025

At Flair, we’re committed to building an inclusive, equal, and accessible workplace that welcomes diverse talent. We encourage candidates from all backgrounds to apply. If you need accommodation during the selection process, just let us know.

We thank all applicants for their interest in Flair; however, only those selected to continue in the process will be contacted.

Website: flyflair.com