Team Lead - Global IT Service Desk at Gainsight
Hyderabad, IN

Gainsight™ is a venture-backed, fast-growing tech company 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 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 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 California, Phoenix, St. Louis, London, and India.

 

 

 

What You’ll Do Here

 

 

 

Manage the day-to-day resource plan / planned shift roster to ensure that enough teammates are available daily and allocate the tasks across the team to achieve the most within SLAs

Implementation of team objectives and KPIs to drive performance, improving the experience and customer satisfaction levels

Implementation and delivery of new business or services, ensuring a smooth transition to the desk and swift progress to steady-state

Proactively ensure that any tickets that are in jeopardy of breaching OLAs are managed alongside expectations. Act as the first point of internal escalation

You will be responsible for the initial setup of Macs and Windows for onboarding employees

Updating and creating new How-to, SOP, and Technical SOP KB Articles

Ensuring conference/meeting room AVs are tested, configured, and ready to go

Provide hands-on hardware troubleshooting and support for end-user applications

Perform shift handover as per the defined procedure

Ensuring end-to-end management of Incident and Service Request, escalation, resolution, and closing

Strong know-how of management tools for endpoints, clients, and security

Provide phone, email, & Slack chat support

Track tickets to closure, ensuring they are properly tagged

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 and above in any field

2 to 5 years of experience in ITES/Software/Telecom domain/Customer Care/Backend services/Tech support/ live chat support

Good interpersonal, communication (English - verbal and written), and presentation skills. An analytical mind and an eye for detail. Strong mentoring and leadership skills

ITIL Foundation certification required

Excellent computer/ internet navigation skills

Good Typing Skills (35wpm with 90% accuracy)

Proficiency in the below tools will be preferred -

Strong knowledge and troubleshooting skills in Operating Systems like MacOS(Most preferred), Windows 10 and Linux

G-Suite, Office 365

Teleconferencing and Collaboration solutions - Zoom, Slack and other tools

Network printers and scanners 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 like OKTA

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.