Associate Support Enablement Analyst

🔥 0 minutes ago

🏰 Missouri, Rhode Island, +3 more states – Remote

🏰 Missouri – Remote ⚓ Rhode Island – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote

💵 $55k - $60k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

🧐 Analyst

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Gainsight

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2013

☁️ SaaS

🤝 B2B

🤖 Artificial Intelligence

SaaS • B2B • Artificial Intelligence

Gainsight is a leader in the field of Customer Success Platforms, recognized in the 2024 Gartner® Magic Quadrant. It offers a comprehensive suite of products designed to enhance customer engagement, drive retention, and expand business growth. Gainsight's platform provides real-time, AI-powered insights across customer interactions, enables digital-led strategies for customer success, and enhances user adoption through in-app engagements and product analytics. The company aims to consolidate customer data, align business teams, and create efficient customer communities. With a focus on scaling customer journeys using AI while maintaining human elements, Gainsight serves a wide range of industries through its customer success management solutions.

📋 Description

• 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

🎯 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 • Experience with Salesforce Apps and Web applications (nice-to-have) • Experience with SQL or equivalent (nice-to-have) • Ability to understand database architecture (nice-to-have) • Ability to understand relational databases (nice-to-have)

🏖️ 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