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Gateway Ticketing Systems - Gilbertsville, PA
posted 2 months ago
About the position
The Technical Support Analyst (TSA) role at Gateway Ticketing Systems is focused on delivering exceptional second-line technical support to customers in various industries, including amusement parks and museums. The TSA will utilize their technical troubleshooting skills to resolve customer issues via phone, email, and the Customer Portal, ensuring timely and effective communication throughout the support process. This in-office position requires a commitment to customer satisfaction and collaboration with other departments to enhance service delivery.
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 the 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.
Requirements
- 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 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.
- Demonstrated proficiency in Microsoft Office programs (Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint).
Nice-to-haves
- Experience learning and supporting complex software products preferred.
