Technical Support Analyst - L2 (PX)

  • Hyderabad
  • Gainsight
Job OverviewIn 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 Qualifications3/­5 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 CollegeTotal 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) ResponsibilitiesHelp 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 & BenefitsWhy You’ll Love It HereYour 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.