First-Line Technical Support Specialist - Ticketing Software

Gateway Ticketing Systems, Inc.; Gilbertsville (PA); On-site; USD 42,000 - 52,000; Full time

Job summary

Gateway Ticketing Systems is seeking a Technical Support Representative for our Gilbertsville, PA office to deliver world-class first-level technical support to customers via phone, email, and the Customer Portal. You will resolve issues, document activity, and escalate when needed in a fast-paced environment.

The role requires at least 1 year in customer service and 1 year in technical support or related field, with a strong interest in learning our Galaxy ticketing software and related systems.

Qualifications

• 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.

Responsibilities

• Provides first level customer technical support via telephone, email, and the Customer Portal.
• Strives for first contact issue resolution with urgency, ownership, empathy, and accountability.
• Documents all activity for each incident in the defect system and escalates when needed.
• Communicates clearly and timely to set expectations for issue resolution.
• Maintains product proficiency and knowledge growth across core product offerings.

Skills

Customer service

Technical support

Communication skills

Problem solving

Microsoft Office

Tools

Galaxy ticketing system

Job description

Gateway Ticketing Systems is seeking a Technical Support Representative for our Gilbertsville, PA office to deliver world-class first-level technical support to customers via phone, email, and the Customer Portal. You will resolve issues, document activity, and escalate when needed in a fast-paced environment.

The role requires at least 1 year in customer service and 1 year in technical support or related field, with a strong interest in learning our Galaxy ticketing software and related systems.