Associate Support Enablement Analyst

Gainsight•USA - MO - Remote, SC

2d•$55,000 - $60,000•Remote

About The Position

We’re looking for a full-time Associate Support Enablement Analyst to join our Support team reporting to the Support Supervisor. This role is a remote role based in the USA. In this role, you'll play a key role in helping customers achieve success on the Gainsight platform by diagnosing and resolving technical issues, managing customer expectations, and meeting SLA response and resolution targets across a global, geographically dispersed user base. This is a great opportunity for someone who thrives in a fast-paced, collaborative support environment and enjoys working cross-functionally with teams like L1, L2, and L3 Support, developers, and internal product teams. The ideal candidate brings strong skills in technical troubleshooting, clear written and verbal communication, and problem-solving.

Requirements

Bachelor’s Degree in Computer Science or 2-3 years of related technical experience.
Excellent written and verbal communication skills required to explain technical concepts.
Excellent problem-solving, multitasking, and troubleshooting skills.

Nice To Haves

Experience with Salesforce Apps and Web applications.
Experience with SQL or equivalent.
Ability to understand database architecture.
Ability to understand relational databases.

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.