l1 uphold engineer expected set of responsibilities

 Specialized Support Analyst - L1 

Gainsight is quickly developing tech organization altering Customer Success for organizations. The Customer Success organization assists organizations with becoming quicker by lessening beat, expanding upsell, and driving client backing. Gainsight gives a total, start to finish Customer Success arrangement through its administrations and innovation. The business driving stage assists organizations with overseeing clients connections successfully, track client wellbeing and change the manner in which associations situate around the client. Gainsight is the foundation of decision for some, driving organizations like Box, Adobe and Workday. The organization has been perceived as one of the best 100 private cloud organizations on the planet by Forbes, one of the quickest developing privately owned businesses in America by Inc. Magazine, and as one of 20 Great Workplaces in Tech by Fortune Magazine. Gainsight's CEO, Nick Mehta, has been perceived as one of the Top SaaS CEOs in America. The organization has workplaces in California, Phoenix, St. Louis, London and India. 

The L1 support engineer job description is liable for offering excellent specialized help for the Gainsight stage to clients, designers and possibilities over the World through email, telephone cooperations, work area imparting to clients and by utilizing occurrence global positioning framework. The principal objective of this position is to enable our clients to make progress utilizing our Gainsight stage. The occupation includes dealing with and settling complex specialized and useful inquiries from clients over the globe. 

Obligations: 

Help settle programming and specialized inquiries for the client productively and successfully 

Assemble the necessary data vital to best deal with client programming and specialized requests 

Oversee client assumptions about assessed reaction times for issue goal 

Meet SLAs like reaction and goal times by banding together inside L1, L2 and L3 Support associations 

Broadly examination and record client specialized issues 

Work together with Technical Support colleagues to appropriately oversee client requests and raise when fitting. 

Band together with Technical Support colleagues on different vital ventures when required 

Own client specialized issues from introductory report to goal, speaking with clients routinely with respect to give status. 

Run checking reports for use, execution, or potentially accessibility. 

Report answers for information base and bring groundbreaking thoughts for advancement and computerization greatness into the Support group. 

What We're Looking For 

Four year college education in Computer Science Engineering (or related specialized order) 

3 – 5 years of significant involvement with L1 specialized client care (voice and email), with a solid client cooperation experience 

Great troubleshooting abilities 

Energy to be a piece of a dedicated and winning group 

Capacity to perform multiple tasses in a relentless climate 

Amazing capacity to learn and verbalize programming related and specialized ideas 

Solid undivided attention aptitudes and superb composed and oral correspondences abilities 

Brilliant Customer Service Orientation 

Solid tender loving care when speaking with clients (verbal and composed) 

Capacity to identify with clients and pass on certainty 

Aptitude working with Microsoft Excel