Gateway Ticketing Systems UK Ltd · 1 month ago
Technical Support Analyst – Remote, Bilingual English & French
United States
Full-time
Remote
Mid Level
3+ years expGateway Ticketing Systems UK Ltd is a provider of innovative ticketing software solutions for the global visitor attractions industry. They are seeking a Technical Support Analyst to deliver world-class customer technical support, resolving issues via various communication methods and ensuring high levels of customer satisfaction.
Leisure Travel & Tourism
No H1B
Responsibilities
Triage technical support requests through various customer communication methods with expertise, patience, empathy, and urgency
Resolve technical support requests in a timely manner with consistent communication to the customer
Provide accurate and efficient management of reported issues, including clear documentation of all activity for each incident via the software defect system(s)
Maintain proficiency in Galaxy modules covered in the System Administrator Fundamentals Program
Provide on-call and backup support as required on a rotational basis
Establish and maintain relationships with customer base
Collaborate with other departments to resolve customer issues and ensure high levels of customer satisfaction
Perform configuration work at customers’ sites or attend support-related meetings with customers as required
Complete all tasks and handle all situations in accordance with Gateway’s Core Values
Update job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks, or participating in professional organizations
Communicate in a clear, concise, and timely manner, including voicemail and email
Always promote and uphold the values, mission, and vision of the company
Read, understand, and comply with the Employee Handbook
Promote and adhere to all defined policies, processes, and procedures
Perform other tasks as required by management
Qualification
Required
Minimum 3 years of experience in a customer service role
Minimum 2 years of experience in technical support, help desk, or related field working directly with customers
Fluent in French and English (Written and Verbal Communication)
Intermediate technical troubleshooting skill, including a growing ability to isolate, identify, and resolve problems with Gateway software as it interacts with hardware, the customer's network, SQL databases, and third-party systems
Excellent interpersonal and communication skills, including exhibiting professionalism, responsiveness and diplomacy when working with customers
Proven experience with coordination of multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure
A demonstrated proficiency of Microsoft Office programs (Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint)
Travel up to 10% of the calendar year, which may include weekends and holidays
Preferred
Experience of learning and supporting complex software products
Company
Gateway Ticketing Systems UK Ltd
Gateway Ticketing Systems is the world’s leading provider of integrated visitor management solutions for museums, galleries, heritage attractions, historic houses, zoos, gardens, theme parks and events as well as for those in the bus and ferry transportation sectors.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase