Agile Ticketing Solutions is seeking a Client IT Support Specialist to join our technical support team. This position serves as the primary point of contact for clients using Agile’s ticketing software, hardware, and event management solutions.
The ideal candidate enjoys troubleshooting technical issues, learning new technologies, and helping clients resolve problems quickly and efficiently. This role combines software support, hardware troubleshooting, and client assistance in a fast-paced environment serving cinemas, performing arts centers, museums, attractions, fairs, festivals, and other entertainment venues throughout North America.
Essential Responsibilities
- Provide technical support to clients via phone, email, and support ticketing systems.
- Troubleshoot software, hardware, network connectivity, printer, scanner, and peripheral device issues.
- Diagnose and resolve ticketing system, point-of-sale, kiosk, and access control issues.
- Guide clients through technical troubleshooting procedures and system configuration changes.
- Document support cases, troubleshooting steps, and resolutions within the support ticketing system.
- Escalate complex issues to senior support staff when necessary.
- Test software updates, hardware configurations, and system functionality as needed.
- Educate clients on software features, best practices, and product updates.
- Maintain established service levels and response times.
- Participate in occasional travel for on-site support.
Required Qualifications
- 1-2 years of technical support, help desk, software support, or related experience.
- Strong troubleshooting and problem-solving skills.
- Basic understanding of computer hardware and peripheral devices.
- Familiarity with Microsoft Windows and Microsoft Office applications.
- Strong written and verbal communication skills.
- Ability to learn new software systems and technologies quickly.
- Ability to manage multiple priorities while maintaining attention to detail.
- Must be able to lift and carry up to 50 pounds and assist with the setup, movement, and installation of computer and point-of-sale equipment.
Preferred Qualifications
- Associate degree or technical certification in Information Technology, Computer Science, or a related field.
- Experience with Zendesk or similar support ticketing platforms.
- Experience supporting SaaS applications.
- Experience with networking fundamentals, printers, scanners, kiosks, or point-of-sale systems.
- Experience in ticketing, box office operations, cinema operations, event management, or venue operations.
What We’re Looking For
- Curiosity and a desire to solve technical problems.
- Strong analytical and troubleshooting abilities.
- Professional communication skills.
- Ability to take initiative while collaborating effectively with team members.
- A willingness to learn and grow within a technology-focused environment.