[Remote] Associate Support Enablement Analyst
Note: The job is a remote job and is open to candidates in USA. Gainsight is an AI-powered retention engine behind customer-centric companies, seeking an Associate Support Enablement Analyst to join their Support team. In this role, you will help customers achieve success on the Gainsight platform by diagnosing and resolving technical issues, managing expectations, and ensuring timely responses across a global user base.
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 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
- Experience with Salesforce Apps and Web applications
- 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