Technical Support Analyst, Bilingual English – French

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🕒 July 15

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Gateway Ticketing Systems UK Ltd

WebsiteLinkedInAll Job Openings

11 - 50 employees

☁️ SaaS

🤝 B2B

🏨 Hospitality

SaaS • B2B • Hospitality

Gateway Ticketing Systems UK Ltd is a provider of visitor management and ticketing software and services for attractions, museums, zoos, historic houses, and events. Its Galaxy platform (including Galaxy 8) delivers integrated ticketing, admission control, online and on-site sales, CRM and reporting, membership and donor management, resource and capacity management, hardware selection/support, and related modules to help venues increase revenue, manage capacity, and streamline operations. The company operates on a business-to-business model serving cultural and attractions venues and offers support, training, and implementation services.

📋 Description

• Ensure the delivery of world-class, 2nd line, customer technical support for customers of Gateway Ticketing Systems UK • Aid customers via telephone, email, and Gateway’s Customer Portal • Identify issues, find resolutions, and document solutions while communicating to the customer • 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). • 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.

🎯 Requirements

• 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) • 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).

🏖️ Benefits

• Travel up to 10% of the calendar year, which may include weekends and holidays.