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Gateway Ticketing Systems, Inc. · 14 hours ago

Application Support Analyst – Ticketing Software

United States

Full-time

Remote

Mid Level

3+ years exp

Gateway Ticketing Systems, Inc. has been providing innovative ticketing software solutions for over 35 years. They are seeking an experienced Application Support Analyst to deliver world-class customer technical support, efficiently identify issues, and document solutions while communicating effectively with customers.

ComputerSoftwareTicketing

Growth Opportunities

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 Certification Program

Provide on-call and backup support as required

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

Technical troubleshootingSQL databasesCustomer serviceTechnical supportMicrosoft OfficeTask coordinationInterpersonal skillsCommunication skills

Required

Minimum 3 years of experience in customer service

Minimum 2 years of experience in technical support, help desk, or related field working directly with customers

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 learning and supporting complex software products

Company

Gateway Ticketing Systems, Inc.

For over 35 years, Gateway Ticketing Systems has worked with the world's top theme parks, zoos, aquariums, museums & other attractions all over the world.

Founded in 1988

Gilbertsville, Pennsylvania, USA

51-200 employees