Job Description:

We are ranked #1 on Glassdoor’s 2023 Best Place to Work List. Here’s why.

At Gainsight, our mission is to be living proof you can win in business while being human-first. 

Our industry-leading platform helps companies of all sizes and industries build durable businesses. Gainsight offers a powerful set of customer success, product, and community engagement solutions that enable businesses to scale efficiently, create alignment, and have a holistic view of their customers—all of which help increase product adoption, prevent churn, and grow renewals and expansions. Our software is used by hundreds of companies, including nearly 200 publicly traded organizations and industry leaders such as GE Digital, SAP Concur, and Box. We have offices in the US, UK, Netherlands, Israel, Japan, and India.

Gainsight joined the Vista Equity Partners portfolio in 2020. In 2021, we won their Excellence in Engineering award in recognition of our product and engineering advancements.

Gainsight has also been named 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 one of 20 Great Workplaces in Tech by Fortune Magazine. 

With diversity and inclusion at the forefront of our values, we promote a culture that celebrates diversity and inclusiveness regardless of, but not limited to, race, gender, sexual orientation, family status, religion, ethnicity, national origin, physical disability, veteran status, or age. 

About The Job Role

Gainsight is looking for an experienced Support Operations Specialist who is curious and great at identifying problems and seeing them through to resolution. This role will be responsible for managing Gainsight’s Zendesk system, including maintaining and improving processes, strategizing with support leadership to develop new processes, and reporting metrics to the business. The ideal candidate is detail-oriented and efficient and is always looking for ways to streamline processes and cut redundant work.

What You’ll Do Here

• Application and system specialist - maintain and improve support ticketing system (Zendesk), and other support-specific applications to accommodate growing business needs, with guidance from support leadership

• Collaborate with other departments across the organization to solve business challenges concerning support ticket data and customer support experience

• Research and implement new strategies and processes to provide a world-class support experience for customers and support agents

• Communicate pertinent information to senior managers and support activities that help mitigate organizational loss or impact, such as data privacy laws and regulations (GDPR, SOC 2)

• Use the support ticket data to paint the picture of the business by tracking and maintaining key KPI’s, ticket trends, customer feedback, etc.

• Follow established procedures to complete the assignments and resolve problems that require in-depth investigation or research

• Assist with implementation of new systems as needed and critically evaluate our use of systems to improve efficiency

What We Are Looking For

• Previous support or operations experience of 3+ years is required for this role. 

• 3+ years working with Support tools, such as Zendesk and Workforce Management tools.

• Zendesk Support Administration certification - must be able to become certified within 6 months of hire.

• Hands-on experience with any database tools (SQL Server, My SQL, etc).

• Knowledge of Database Integrations (Data manipulation, Data Migrations).

• Basic Knowledge of Salesforce (Both Classic and Lightning models), design tools (HTML, CSS, or any) and MS-Office.

• Any Gainsight Product Based knowledge (if worked previously).

• Good at error handling and resolving issues with little help needed.

• Basic knowledge of requirement analysis and implementation.

• Comfortable in supporting and taking requirements from a remote workforce (US-based).

• Must be able to spend time interfacing with the team in the US when required.

• Analytical with a keen desire to improve business processes and performance.

• Contribute to regular status meetings with the project team and stakeholders.

• Maintain a highly organized and accurate task list, visible to project management and other project resources engaged.

• Should have good communication, and comprehension skills & be attentive to details.

• Should be able to make sound decisions based on information on hand.

• Should be customer-focused and have the ability to use data to tell customer experience/story to business.

• Provide updates, status, and next steps on a regular cadence through Slack and email.

Gainsters love working here for several reasons. Here are a few:

• Our Core Values: We are guided by our values on our mission to be living proof you can win in business while being human-first. Learn more here.

• Our CEO: With a 99% approval rating on Glassdoor, Nick Mehta is one of the most beloved CEOs in Silicon Valley. 

• Our Growth Opportunities: From mentoring to career development opportunities, we’re passionate about helping our Gainsters learn, grow and thrive.

• Our Teammate Resource Groups: A huge source of pride for Gainsight, these groups are on a mission to put our values into action and make Gainsight a great place to work for all.

• Our Wellness Priorities: Monthly Recharge Days that re-energize us.

Job Description Summary