Service Engineer Position
Company: GainsightCTC: 7-9 LPALocation: WFO
About The Company:
Gainsight is now a Unicorn company through its recent investment of $1.1 billion from Vista Equity Partners to continue revolutionizing Customer Success for businesses. The Customer Success company helps businesses grow faster by reducing churn, increasing upsell, and driving customer advocacy.
Gainsight provides a complete, end-to-end Customer Success solution through its services and technology. The industry-leading platform helps companies manage customer’s relationships effectively, track customer health and transform the way organizations orient around the customer.
Gainsight is the platform of choice for many leading companies like Box, Adobe and Workday.
The company has been recognized as one of the Top 50 mid-size companies in India andIndia\'s Best Workplaces in IT & IT-BPM by ‘Great Place To Work’ and 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. The company has offices in Hyderabad, Bengaluru, California, Phoenix, St. Louis, London and Tel Aviv.
Roles & Responsibilities:
-Enable customers to achieve their business goals using CS best practices and Products as medium.
-Resolve and remediate software and technical questions for the customer efficiently and effectively
-Gather the required information necessary in order to resolve technical issues
-Automate repeated tasks to gain efficiency and enhance productivity
-Manage internal/external expectations regarding estimated response times for issue resolution and track time, progress, goals and deadlines
-Collaborate with Engineering and Support team members to properly manage customer requirements and escalate when appropriate
-Partner with development team members on various strategic projects when needed
-Collaborate closely with teams in USA (St. Louis, California, others)
-Maintain a highly organized and accurate task list, visible to project management and other project resources engaged in the project
Skills Required:
-Excellent communication skills (verbal and written)
-Excellent aptitude for Technology and strong logical and analytical skills
-Excellent Customer Service skills
-Knowledge of SQL and/or CRM (Salesforce)
-Ability to work in a dynamic environment in which the requirements are not always well defined and priorities change frequently
Prerequisites:
-Commitment to work in 24*7 model
-Commitment to embrace Human-First
-Aspiration to grow and learn
-Carry the torch for Customer Success
Interview Process:
-Technical Online Assessment
-Online test(Aptitude & personality)
-Multiple interviews
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