Associate Support Enablement Analyst
WFA Digital Insight
The demand for customer success specialists has grown significantly, with a 25% increase in job postings in 2025 alone. As companies prioritize customer retention, roles like this Associate Support Enablement Analyst position are becoming increasingly crucial. With expertise in Salesforce and Excel, candidates can stand out in a competitive job market. Gainsight's commitment to innovation and customer-centric approach makes this company an attractive choice for those seeking a challenging yet rewarding role. Before applying, candidates should be prepared to showcase their problem-solving skills, technical troubleshooting abilities, and excellent communication skills.
Job Description
About the Role
The Associate Support Enablement Analyst role at Gainsight is a remote, full-time position that plays a vital part in ensuring customers achieve success on the Gainsight platform. As a key member of the Support team, you will be responsible for providing technical support to customers, diagnosing and resolving technical issues, and managing customer expectations. Your expertise in Salesforce and Excel will be essential in resolving complex issues and providing top-notch support.Gainsight is a leader in customer success, with a suite of applications and AI-powered tools that help companies retain and grow their customer base. The company's commitment to innovation and customer-centric approach has earned it a reputation as a pioneer in the industry. As a Support Enablement Analyst, you will be working closely with cross-functional teams, including L1, L2, and L3 Support, developers, and internal product teams to ensure seamless customer experiences.
What You Will Do
- Provide technical support to customers over phone and email via the ticketing system
- Diagnose and troubleshoot technical issues related to Gainsight's systems, products, and services, escalating to internal team members when needed
- Document customer interactions using the ticketing system
- Manage customer expectations and serve as a liaison between clients and internal departments
- Meet SLA response and resolution times by partnering within L1, L2, and L3 Support organizations
- Extensively research and document customer technical issues
- Remain current with company product updates and new features
- Partner with Technical Support team members on various strategic projects when needed
- Collaborate with internal teams to identify and implement process improvements
- Develop and maintain technical documentation and knowledge base articles
What We Are Looking For
- Bachelor's Degree in Computer Science or 1-3 years of related technical experience
- Excellent written and verbal communication skills to explain technical concepts
- Excellent problem-solving, multitasking, and troubleshooting skills
- Strong analytical and critical thinking skills
- Ability to work in a fast-paced environment and prioritize multiple tasks
- Experience with Salesforce Apps and Web applications
- Experience with HTML, CSS, and Javascript
- Ability to understand database architecture
- Ability to understand relational databases
Nice to Have
- Experience with SQL or equivalent
- Certification in Salesforce administration or development
- Knowledge of AI-powered tools and technologies
- Experience working in a customer-facing role
Benefits and Perks
- Competitive base salary
- Comprehensive health insurance package
- Retirement savings plan with company match
- Generous paid time off policy
- Remote work stipend
- Opportunities for professional growth and development
- Access to cutting-edge technologies and tools
- Collaborative and dynamic work environment
How to Stand Out
- Make sure to highlight your technical skills, particularly in Salesforce and Excel, in your resume and cover letter.
- Prepare to provide specific examples of times when you had to troubleshoot complex technical issues and resolve customer complaints.
- Showcasing your ability to work in a fast-paced environment and prioritize multiple tasks will be beneficial.
- If you have experience working with AI-powered tools or have knowledge of database architecture, be sure to emphasize this in your application.
- Be prepared to ask questions about the company culture, team dynamics, and opportunities for growth and development during the interview.
- Having a portfolio or examples of your work, such as technical documentation or knowledge base articles, can help demonstrate your skills and experience.
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