GAINSIGHT IS HIRING FOR SUPPROT ANALYST -L2 ROLE JOB REFERRAL BY FLM

GAINSIGHT IS HIRING FOR SUPPROT ANALYST -L2 ROLE JOB REFERRAL BY FLM

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).
  NOTE:- We will be sharing your details with a Gainsight employee, He will refer you for the opportunity

  If you fit any of these roles, don’t miss this opportunity!

Don’t miss out, CICK HERE (to apply before the link expires)

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