Job Overview:
Troubleshooting: Ability to ask the right questions to get to the true root cause of the incident, follows a standardized hypothesis-driven process to troubleshoot.
Qualifications:
What We’re Looking For
0 – 2 years of relevant experience in technical support
Passion to be a part of a hard working and winning team
Technical Aptitude – Excellent ability to learn new technologies
Communication skills – Strong ability to articulate software-related or technical concepts
Personable – Customer service oriented demeanor
Proactive / Solution oriented mentality – You like to solve problems
Bachelor’s Degree in Computer Science or related technical discipline ( preferred )
Experience with Salesforce Apps and Web applications ( Bonus Points )
Ability to understand database architecture ( Bonus Points )
Experience handling 20+ tickets per week through a support platform. ( Bonus Points )
Responsibilities:
Technical Skills:
HTML
CSS
JavaScript
DOM
Ability to debug the chrome developer tools
Experience in any debugging in any Web based technology would be added advantage.
Queue Prioritization: Ability to prioritize tickets to effectively manage ticket queue.
Technical Aptitude: Ability to learn existing and new technologies related to the Gainsight product on an ongoing basis.
Effective Communication: Strong written/verbal communication skills and able to clearly explain technical terms in a way easily understood by customers.
Cross-functional collaboration: Ability to effectively collaborate with other teams to drive outcomes for clients.
Proactive Support: Ability to take ownership of proactive support activities for assigned enterprise accounts.
Escalation Management: Ability to effectively manage escalations that result from support issues for assigned accounts.
Building Trusting Relationships: Ability to create long-lasting, collaborative, trusting client relationships with key strategic clients in order to provide them the best support experience possible.
Time Management: Ability to effectively manage time across ticket obligations, Enterprise Support driven tasks and team obligations.
Values & Benefits: 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. Thanks for Applying:
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