Associate - Support Analyst L1 Job in Hyderabad at Gainsight

Gainsight is hiring for the role of Associate - Support Analyst L1!

Responsibilities of the Candidate:

• 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.
• Resolving the issues through Phone, chat and email communication channels.
• Meet SLAs like response and resolution times by partnering within L1, L2 and L3 Support organizations.
• 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
• Own customer technical issues from initial report to resolution, communicating with customers regularly regarding issue status.
• Run monitoring reports for usage, performance, and/or availability.
• Document solutions for knowledge-base and bring new ideas for innovation and automation excellence into the Support team.
• Help with AI initiatives.

Requirements:

• Degree in Computer Science or related technical discipline
• Passion to be a part of a hard working and winning team
• Excellent ability to learn and articulate software-related and technical concepts
• Expertise working with Microsoft ExcelSQL: Relational Database
• Ability to debug the Chrome developer tools
• Experience in debugging in any web-based technology would be an added advantage.
• Strong SQL knowledge and understanding of the SQL queries would be an added advantage
• DOM (Document Object Model)
• Ability to understand database architecture
• Ability to understand relationship databases 
• Ability to multitask in a fast paced environment
• Strong active listening skills and excellent written and oral communications skills
• Excellent Customer Service Orientation
• Strong attention to detail when communicating with customers (verbal & written)
• Ability to empathize with customers and convey confidence
• Strong documentation skills