Technical Support Analyst - L2
2 months ago

What You’ll Do

In the Technical Support Analyst role, you will be the initial point of contact for our clients in resolving technical and application related inquiries regarding Gainsight’s software product.

In assessing and resolving end-user questions you will deliver world-class technical and application support to Gainsight’s dynamic and growing customer base.

Responsibilities :

  • Help resolve software and technical questions for the customer efficiently and effectively
  • Gather the required information necessary in order to best handle customer software and technical inquiries
  • Manage customer expectations regarding estimated response times for issue resolution
  • Extensively research and document customer technical issues
  • Collaborate with Technical Support team members to properly manage customer inquiries and escalate when appropriate
  • Partner with Technical Support team members on various strategic projects when needed
  • Extensively research and document customer technical issues
  • Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status
  • Collaborate with other Support Analysts and Support Engineers to identify high priority issues and engage the Service Delivery, Software Engineering and Quality Engineering teams.
  • What We’re Looking For

  • 3-5 years of expertise either SQL / ORACLE or any other database platform
  • Must have strong debugging / troubleshooting skills respective to data mapping, data validation and data correction if required
  • Expecting hands-on experience with ETL tools or previous work experience in ETL based projects
  • Must have ability to multitask in a fast paced environment
  • Must have strong active listening skills
  • Must have excellent Customer Service skills
  • Must have ability to empathize with customers and convey confidence
  • Must have expertise working with Microsoft Excel
  • Must have strong documentation skills
  • Bachelor's degree from an accredited University or College
  • Shift : 24X7 Shifts (Afternoon & Night shifts)

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