For 35+ years we’ve been providing innovative ticketing software solutions to some pretty cool industries including amusement parks, museums, attractions, zoos, and aquariums. We work with globally recognized destinations as well as lesser-known but locally loved attractions on six continents. Now, we are looking to add an experienced, customer-focused tech resource to our technical support team.
The Application Support Specialist ensures the delivery of world-class, 2nd line, customer technical support for customers of Gateway Ticketing Systems. 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, this role efficiently identifies issues, finds resolutions, and documents solutions while communicating to the customer. This position is hybrid if local to the Calgary office, or remote.

EXPERIENCE:

• 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.
• Experience learning and supporting complex software products preferred.

JOB DESCRIPTION

• 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 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.

• 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.