Technical Support Analyst - L1

About the position

Join Our Team at Gainsight. Gainsight is not just a software company – we’re the driving force behind the Customer Success movement. Our innovative platform helps businesses keep their customers happy and successful, fueling growth and loyalty. We proudly serve hundreds of companies worldwide and have earned our reputation as “The Customer Success Company.” Our people-first approach has even been recognized on the big stage – we clinched the #1 Best Place to Work on Glassdoor in 2023. Simply put, we believe businesses can win by putting people first, and we prove it every day. We are seeking out a Technical Support Analyst who will be responsible for working with end users to resolve simple to complex technical issues in a geographically dispersed environment. As a member of the support team you will be responsible for providing high-quality technical support for the Gainsight platform to customers, developers, and prospects globally. You will utilize email, phone interactions, chats, and desktop sharing with customers which is all tracked via our ticketing system. The fundamental goal of this position is to help our customers achieve success using our Gainsight platform.

Responsibilities

• Provide technical support to customers via phone, email, and chat channels.
• 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 proprietary ticketing system.
• Manage customer expectations and serve as a liaison between the client and internal departments.
• Meet SLAs like 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.

Requirements

• Technical degree in a related field or equivalent work experience.
• 2-3 years of experience in a technical support role.
• Excellent communication skills.
• Exceptional problem-solving, multitasking, and troubleshooting skills.
• Ability to work effectively in a fast-paced, team-oriented tech environment.
• Proven ability to comprehend technical issues, from simple to complex.
• Demonstrated experience with Google Suite (or similar) applications.
• Experience working with a ticketing system structure (Zendesk preferred).
• Experience working with relational databases.
• Experience with SQL.

Benefits

• Up to $54,075 annual USD salary with a 5% bonus.