Note: The job is a remote job and is open to candidates in USA. Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. They are seeking a full-time Associate Support Enablement Analyst to help customers achieve success on the Gainsight platform by diagnosing and resolving technical issues, managing customer expectations, and meeting SLA targets.
Responsibilities
- Provide technical support to customers over phone and email via our ticketing system
- Diagnose and troubleshoot technical issues related to our systems, products, and services and escalate to internal team members when needed
- Document customer interactions using our ticketing system
- Manage customer expectations and serve as a liaison between our clients and internal departments
- Meet SLA response and resolution times by partnering within L1, L2 and L3 Support organizations
- Extensively research and document customer technical issues
- Remain current with company product updates and new features
- Partner with Technical Support team members on various strategic projects when needed
Skills
- Bachelor's Degree in Computer Science or 1-3 years of related technical experience
- Excellent written and verbal communication skills required to explain technical concepts
- Excellent problem-solving, multitasking, and troubleshooting skills
- Experience with Salesforce Apps and Web applications
- Experience with HTML, CSS, and Javascript
- Experience with SQL or equivalent
- Ability to understand database architecture
- Ability to understand relational databases
Benefits
- Fully covered medical premiums (employee-only)
- Flexible PTO
- 401(k) plan
- Dental and vision coverage
- Remote work options
- $10,000 lifetime fertility stipend
- Access to coworking spaces around the globe
- Dedicated Recharge Holidays - one long weekend each quarter to relax and reset
- Mentoring
- Career development opportunities
Company Overview
Company H1B Sponsorship