Support Analyst - L2

Gainsight Job Opportunity

At Gainsight, our mission is to be living proof you can win in business while being human-first. Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and one of 20 Great Workplaces in Tech by Fortune Magazine.

What You'll Do

• Build relationships with existing customers & cross functional teams and deliver world class front-line support
• Own customer technical issues from initial report to resolution
• Passionately and compassionately listen to customers to gather the required information to handle customer requests
• Create an amazing experience for customers by providing timely status updates, issue resolutions and step-by-step instructions on usability questions
• Extensively research and document customer technical issues
• Collaborate with other support team members to properly manage customer inquiries and escalate when appropriate.

Required Skills:

Troubleshooting: The ability to ask the right questions to get to the true root cause of the incident follows a standardized hypothesis-driven process to troubleshoot.

Technical Skills:

• HTML
• CSS
• JavaScript
• DOM
• SQL: Relational Database
• Ability to debug the Chrome developer tools
• Experience in debugging in any web-based technology would be an added advantage.
• Strong SQL knowledge and understanding of the SQL queries would be an added advantage

Queue Prioritization: Ability to prioritize tickets to effectively manage ticket queue.

Technical Aptitude: Ability to learn existing and new technologies related to the Gainsight product on an ongoing basis. Effective Communication: Strong written/verbal communication skills and able to clearly explain technical terms in a way easily understood by customers.

Cross-functional Collaboration: Ability to effectively collaborate with other teams to drive outcomes for clients.

Proactive Support: Ability to take ownership of proactive support activities for assigned enterprise accounts.

Escalation Management: Ability to effectively manage escalations that result from support issues for assigned accounts.

Driving Effective Meetings: Agent is effectively facilitating and leading client meetings around support activities.

Building Trusting Relationships: Ability to create long-lasting, collaborative, trusting client relationships with key strategic clients in order to provide them the best support experience possible.

Time Management: Ability to effectively manage time across ticket obligations, enterprise support-driven tasks, and team obligations.

What We're Looking For:

• 3 –4 years of relevant experience in technical support.
• Passion to be a part of a hard-working and winning team.
• Technical Aptitude: Excellent ability to learn new technologies.
• Communication skills: strong ability to articulate software-related or technical concepts.
• Personable: customer service-oriented demeanor.
• Proactive/solution-oriented mentality: You like to solve problems.
• Bachelor's Degree in Computer Science or related technical discipline (preferred).
• Experience with Salesforce Apps and web applications (bonus points).
• Ability to understand database architecture (bonus points).
• Experience handling 20+ tickets per week through a support platform. (Bonus Points).

Gainsighters love working here for several reasons. Here are a few:

• Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here.
• Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley.
• Our Growth Opportunities: From mentoring to career development opportunities, we're passionate about helping our Gainsighters learn, grow and thrive.
• Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.
• Our Wellness Priorities: Monthly Recharge Days that re-energize us.
• Our Parody Videos: No explanation needed. Just watch them here!

Job Description Summary

By joining the Gainsight team, you'll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it. Come join us!