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Gainsight

Gainsight is the AI-powered retention engine behind the world’s most customer-centric companies. The Gainsight CustomerOS platform orchestrates the customer journey from onboarding to outcomes to advocacy. More than 2,000 companies trust Gainsight’s applications and AI agents to drive learning, adoption, community connection, and success for their customers.

Associate Support Enablement Analyst

AnalystAnalystFull TimeRemoteMid LevelTeam 1,001-5,000Since 2013H1B SponsorCompany SiteLinkedIn

Location

United States

Posted

18 days ago

Salary

$55K - $60K / year

Seniority

Mid Level

No structured requirement data.

Job Description

Associate Support Enablement Analyst

Gainsight

Role Description We’re looking for a full-time Associate Support Enablement Analyst to join our Support team reporting to the Support Supervisor. This role is a remote role based in the USA. In this role, you'll play a key role in helping customers achieve success on the Gainsight platform by: - Diagnosing and resolving technical issues. - Managing customer expectations. - Meeting SLA response and resolution targets across a global, geographically dispersed user base. This is a great opportunity for someone who thrives in a fast-paced, collaborative support environment and enjoys working cross-functionally with teams like L1, L2, and L3 Support, developers, and internal product teams. The ideal candidate brings strong skills in technical troubleshooting, clear written and verbal communication, and problem-solving. What You'll Do: - 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. The above is not a complete list of responsibilities, and the scope of the role may evolve with the needs of the team and business. This role may require occasional travel (around 5%) for team meetings, training, or company events. Qualifications - Bachelor’s Degree in Computer Science or 1-3 years of related technical experience. - Excellent written and verbal communication skills required to explain technical concepts. - Excellent problem-solving, multitasking, and troubleshooting skills. Requirements - Experience with Salesforce Apps and Web applications. - Experience with HTML, CSS, and Javascript. - Experience with SQL or equivalent. - Ability to understand database architecture. - Ability to understand relational databases. Benefits - Starting base salary range: $55,000-$60,000 USD annually. - Comprehensive benefits package including 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.

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