Gainsight Looking for Analyst – Global IT Service Desk at Hyderabad, Telangana Full Time

Gainsight™ is the leader in customer success and product experience software. The Gainsight Customer Cloud offers everything your business needs to retain customers and drive growth in the age of the customer. As the first cloud of its kind, Gainsight brings together the required technologies to deliver a superior post-sale experience, ensuring customers easily adopt products they’ve purchased and achieve their desired business outcomes in partnership with their vendor. Gainsight joined the Vista Equity Partners portfolio in 2020.

Leading companies such as LinkedIn, Adobe, Tableau, Splunk, and Box choose Gainsight culminating in our recognition 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 and EY’s Entrepreneur of The Year. The company has offices in California, Phoenix, St. Louis, London, and India. Gainsight is a remote-friendly workplace. Gainsight was recognized as one of the Best Work-From-Home companies in 2021 ( US) and among best mid-sized companies in India. (GPTW)

Job location: Hyderabad

Experience : 1-3 years

What You’ll Do Here

Participate in a 24×7 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.

1 to 4 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.