Technical Support Analyst - L2

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