Position Details

Type Not Specified

Experience mid

Exp. Years 2+ years

Education Not specified

Category IT Support & Helpdesk

About this role

This role provides second-line technical support for ticketing software used in entertainment and attraction industries, focusing on troubleshooting, customer communication, and issue resolution.

Key Responsibilities

triage support requests
resolve technical issues
document incidents
support Galaxy modules
collaborate with departments

Technical Overview

Supports Gateway Ticketing Systems software, including Galaxy modules, SQL databases, and network troubleshooting, with a focus on customer support and issue documentation.

Ideal Candidate

The ideal candidate is a mid-level IT support professional with at least 2 years of experience in customer service and technical troubleshooting, familiar with complex software and customer support tools. Strong communication and problem-solving skills are essential.

Must-Have Skills

Customer service experienceTechnical support experienceTroubleshooting skillsMicrosoft Office proficiencyCustomer communication

Nice-to-Have Skills

Support complex softwareGalaxy modulesOn-site configurationCustomer relationship management

Tools & Platforms

Gateway Ticketing SystemsCustomer PortalGalaxy modulesMicrosoft WordMicrosoft ExcelMicrosoft OutlookMicrosoft PowerPoint

Required Skills

Customer servicetechnical supporthelp deskgalaxy modulessql databasesnetwork troubleshootingcustomer portalmicrosoft officetroubleshootingsupport software

Hard Skills

Technical troubleshootingSQL databasesHelp deskCustomer supportSoftware supportGalaxy modulesMicrosoft OfficeCustomer portalHardware interactionNetwork troubleshooting

Soft Skills

Interpersonal skillsCommunication skillsResponsivenessDiplomacyProblem-solvingTime managementPatienceResponsivenessEmpathy

Industry & Role

Industry SaaS

Job Function Provide technical support and customer service for ticketing software

Role Subtype Help Desk L2

Tech Domains Active Directory, Microsoft 365, SQL / PostgreSQL, Windows Server, ITSM / ServiceNow

Keywords for Your Resume

Customer serviceTechnical supportHelp deskGalaxy modulesSQL databasesNetwork troubleshootingCustomer portalMicrosoft OfficeHardware interactionRemote supportOn-site supportTroubleshootingCustomer communicationSupport softwareTicketing systemcustomer servicetechnical supporthelp desknetwork troubleshootingcustomer portalremote supporton-site support

Deal Breakers

Lack of customer support experience, No technical troubleshooting skills, Inability to communicate effectively, No familiarity with Galaxy modules, No Microsoft Office proficiency

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Application Support Analyst – Ticketing Software

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