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Technical Support Analyst (id: 96262)
Location: Remote (U.S.) Contract type: Direct hire Salary: Up to $54,075 USD annually, with a 5% bonus About the role Join a dynamic environment at a large tech company as a Technical Support Analyst! This exciting opportunity allows you to work on cutting-edge software, enabling businesses to deliver exceptional customer experiences through innovative solutions. You'll play a crucial role in supporting the Gainsight platform, empowering thousands of businesses and their customers across the globe. As part of the support team, you’ll work closely with end users to resolve technical issues in a dispersed geographic environment, utilizing email, phone, chat, and desktop sharing tools. Your contribution will help clients achieve success with the platform while collaborating with a supportive and enthusiastic internal team. Responsibilities • Provide technical support to customers via phone, email, and chat channels. • Diagnose and troubleshoot technical issues related to our systems, products, and services, escalating to internal team members when necessary. • Document customer interactions using the ticketing system. • Manage customer expectations and act as a liaison between the client and internal teams. • Meet SLAs like response and resolution times by collaborating within L1, L2, and L3 support organizations. • Perform extensive research and documentation of customer technical issues. • Stay updated on company product updates and new features. • Partner with technical support team members on strategic projects as needed. Requirements • Must live in the U.S. and be authorized to work in the U.S. without current or future employer sponsorship. • Bachelor’s degree in a technical field or equivalent work experience. • 2-3 years of experience in a technical support role. • Excellent communication skills. • Solid problem-solving, multitasking, and troubleshooting abilities. • Familiarity with Google Suite (or similar) applications. • Experience working with a ticketing system structure (Zendesk preferred). • Experience with relational databases. • Knowledge of SQL. Preferred skills • Strong preference for candidates with experience in a geographically dispersed environment. Disclaimer Consideration for this opportunity will involve some services from AI career agents provided by Job Protocol Labs LTD. By applying, you agree to the Job Protocol Labs Ltd Terms of Service (https://hunterscouts.com/terms-of-service) and Privacy Policy (https://hunterscouts.com/privacy) and you consent to receiving communications from Job Protocol Labs Ltd via email, SMS, and WhatApp. Message frequency may vary, and message and data rates may apply.