Technical Support Representative - Gilbertsville, PA

The Technical Support Representative provides world-class, first-level, technical support for customers of Gateway Ticketing Systems. This role acts as a first line of support by aiding customers via telephone, email, and Gateway’s Customer Portal. Utilizing technical support best practices and other resources at their disposal, the Technical Support Representative efficiently resolves issues or escalates to a Technical Support Analyst with proper supporting detail. This position is in-office and must be able to commute to the Gilbertsville, PA office., * Provides first level customer technical support to handle incoming support requests via telephone, email, and the Customer Portal.

• Strives for first contact issue resolution while handling all requests with urgency, ownership, empathy, and accountability.
• Provides accurate and efficient management of reported issues, including clear documentation of all activity for each incident via the software defect system(s).
• Communicates in a clear, concise, and timely manner both internally and externally that not only articulates information accurately but sets expectations appropriately where necessary.
• Maintains proficiency in the product and puts forth effort to continue knowledge growth within the core product as well as additional product offerings, modules, and services.
• Establishes and maintains relationships with Gateway’s customer base.
• Collaborates with other departments to resolve customer issues and ensure high levels of customer satisfaction.
• Provides on-call and backup support as required.
• Performs configuration work at customers’ sites and/or attends support-related meetings with customers as required.

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.

Are you looking to bring your customer service skills to a fun, energetic, and collaborative environment, in the exciting global attractions industry?

For 30+ years we’ve been providing innovative software solutions to some pretty cool industries including amusement parks, museums, attractions, and zoos and aquariums. We work with globally recognized destinations as well as lesser known but locally loved attractions on six continents. We’re looking for a Technical Support Representative to join our team. As a TSR, you’ll combine your great customer service skills with learning about our Galaxy ticketing system, helping our customers with issues and questions as their first level of support. If you have excellent customer service skills and experience in a support/help desk role, consider becoming part of our team!, * Minimum 1 year of experience in customer service.

• Minimum one year’s experience in technical support/help desk or related field, working directly with customers.
• Interest in and aptitude for learning about and supporting a great software product.

Core Competencies of the role (we’ll provide training on many of these):

• Ability to demonstrate above-and-beyond customer service etiquette.
• Ability to learn technical troubleshooting skills, 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.
• Ability to communicate effectively with customers in a professional manner while articulating information accurately and setting expectations appropriately for issue resolution.
• Capability to recognize and diffuse difficult customer situations utilizing all resources at their disposal.
• Learn supported Gateway Ticketing Systems software and solutions.
• Proven experience with coordination of multiple tasks simultaneously, meeting deadlines and working productively and efficiently under pressure.
• Outstanding problem-solving skills, while utilizing multiple pieces of software, in a high-energy, fast-paced environment.
• Ability to work both in a team environment and on an individual basis.
• Excellent written and verbal communication skills.
• Ability and willingness to work additional hours beyond regularly scheduled hours when needed, as requested by management.
• A demonstrated proficiency of Microsoft Office programs (Microsoft Word, Microsoft Excel, Microsoft Outlook, Microsoft PowerPoint).
• Ability to travel up to 10% of the calendar year, which may include weekends and holidays.
• Ability to learn about the below (existing skills are a plus!)
• PC Hardware/Software knowledge (troubleshooting).
• Server Hardware/Software knowledge (troubleshooting).
• Network Hardware/Software knowledge (troubleshooting)., * 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 essential functions of the job.
• Ability to work in inside environmental conditions.