Technical Support Analyst

3 months ago

hyderabad, India Gainsight Full time

Job Overview


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 end­user questions you will deliver world­class technical and application support to Gainsight’s dynamic and growing customer base


Qualifications
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 hands­on 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 Total years of experience  Query languages you are aware of  Please specify the database that you are currently working on  Have you ever worked with complex queries  Have you ever performed data validation  How do you rate yourself on scale of 1­10 for the query language you choose (1 being least)
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
Values & Benefits

Why You’ll Love It Here

Your job shouldn’t stand in the way of your happiness—it should be a path to achieve it. At Gainsight, we’re passionate about achieving our goals—at the office and everywhere—and we work every day to create an environment that nurtures our best selves.

Gainsters love working here for several reasons. Here are a few:

Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more . Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley.  Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive. Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all. Our Wellness Priorities: Monthly Recharge Days that re-energize us. Our Parody Videos: No explanation needed. Just watch them

By joining the Gainsight team, you’ll have a unique opportunity to make your mark at a truly human-first company and have loads of fun doing it.

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