Application Support Representative

2 weeks ago

Calgary, Canada Gateway Ticketing Systems, Inc. Full time

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

**Main Function**:
**Education and Experience**:

- 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).
- 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.
- 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.

**Physical Demands**:

- 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.

**Diversity and EEO statement**:
As an organization, we strive to maintain an environment and culture where all voices and perspectives are valued, where all team members are seen and heard, where opportunities are available to all who seek them, and where all employees feel they are able to bring their authentic selves to work each day

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