Technical Support Analyst -UK Remote, Bilingual English & French

The Technical Support Analyst (TSA) ensures the delivery of world-class, 2nd line, customer technical support for customers of Gateway Ticketing Systems UK. This role acts as a second line of support by aiding customers via telephone, email, and Gateway’s Customer Portal. Utilizing technical support best practices and other resources, the TSA efficiently identifies issues, finds resolutions, and documents solutions while communicating to the customer. This position is fully remote and open to UK residents only., * 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 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 .

General Duties:

• 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.

• 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.
• Experience of learning and supporting complex software products preferred.
• Fluent in French and English (Written and Verbal Communication)

Core Competencies:

• 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., * Ability to hear, see and speak adequately (with or without accommodations) to perform the essential functions of the job.
• Ability to perform repetitive movement actions including walking, standing, and sitting for long periods of time to adequately perform the job’s essential functions.
• Ability to work in inside environmental conditions.