Gainsight jobs - Analyst

Gainsight™ is a venture-backed, fast-growing tech company revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy. Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customer relationships effectively, track customer health, and transform the way organizations orient around the customer. Gainsight is the platform of choice for many leading companies like Box, Adobe, and Workday. The company has been recognized as one of the top 100 private cloud companies in the world by Forbes, one of the fastest-growing private companies in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight’s CEO, Nick Mehta, has been recognized as one of the Top SaaS CEOs in America. The company has offices in California, Phoenix, St. Louis, London, and India.

What You’ll Do Here

• Participate in a 24x7 local(India) and global operations model
• Provide phone, email, & Slack support
• Monitor Service Desk ticket queue
• Regular follow up on aging tickets that are open, pending, In progress, and on-hold states. Track tickets to closure, ensuring they are properly tagged
• You will be responsible for the initial setup of Macs and Windows for onboarding employees
• Ensuring conference/meeting room AVs are tested, configured, and ready to go
• Provide Service Desk support to end-users on pre-configured hardware and software
• Provide hands-on hardware troubleshooting and support for end-user applications
• Perform shift handover as per the defined procedure
• Be the initial point of contact and coordination for all end-user incidents and service requests. End-to-end Incident and Service Request Management, escalation, resolution, and closing process
• Updating, creating new How-to, SOP, and Technical SOP KB Articles
• Update all work inside tickets
• Participation in ad-hoc and recurring meetings
• IT Asset and Inventory management
• Ready to learn and adapt to new tools
• Shifts: 24*7 (Rotational Monthly)
• Week Offs: 2 (Rotational)
  
  

What We Are Looking For

• Graduate in any field. We are open to hiring freshers as well
• 0 to 2 years of experience in ITES/Software/Telecom domain/Customer Care/Backend services/Tech support/ live chat support
• Knowledge of Computer Peripherals/Operating Systems(MacOS (Most preferred)),Windows and Linux
• Good interpersonal and communication skills in English, (written, and verbal) and the ability to work in a team
• Excellent computer/ internet navigation skills
• ITIL certified preferred
• Good Typing Skills (30wpm with 90% accuracy)
• Knowledge in the below tools will be preferred -

• G-Suite, Office 365
• Teleconferencing solutions - like Zoom
• Network printers and scanner software
• Helpdesk software
• Audio-Video Conferencing Equipment Configurations
• ISPs, WAN, WAPs, LAN and Network Printers
• VoIP Phones like Polycom, Cisco, and Avaya
• Identity and Access management tools
• Cloud Applications (with Single Sign-On)

Why You’ll Love It Here

• Our Attitude: We’ve created a new industry from scratch, and we’re on the fast track!

• Our Leadership: We offer the leading tech solution for driving Customer Success.

• Our ROI: Reduce customer churn, increase up-sell, and improve customer satisfaction.

• Our Technology: Deep Salesforce.com hooks, predictive analytics, and a beautiful user interface.

• Our Impact: We help our customers make millions of dollars more per year.

• Our Clients: Big companies like Box, Adobe, Marketo, and many others.

• Our Team: Tech all-stars from Facebook, Box, and others (and top consulting firms like BCG and McKinsey!).

• Our Values: They are unique - Golden Rule, Success for All, Childlike Joy, Shoshin, and Stay Thirsty, My Friends

• Our Office: If you showed up one day, you might find anything from karaoke performances to mini-golf championships.
  
  

Here Are Our 5 Core Values

• Golden Rule: We believe in trusting each other, and our community by exercising reliability.

• Success for All: We believe that success for our stakeholders comes with making a difference in each other’s lives.

• Child-like Joy: We aspire to experience passion, optimism, and laughter in everything we do.

• Shoshin: We believe in a beginner’s mind, and that learning comes from everywhere.

• Stay Thirsty, My Friends: We believe in an internally-driven strive for greatness.
  

Individuals seeking employment at Gainsight are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, or sexual orientation.