About GAINS
GAINS is a leading provider of cloud Supply Chain solutions based in the Chicago neighborhood of Wicker Park. As part of the Francisco Partners portfolio of specialized companies, we are rapidly growing and expanding our global teams to drive innovation, deliver customer value, and accelerate market leadership.
Supply chain volatility has made it difficult for businesses to plan and keep their customer promises. GAINS helps companies address these challenges with innovative solutions leveraging proven AI and ML techniques. Our team of industry and technology experts rapidly delivers transformational value resulting in sustainable and measurable ROI-based impact for our global customers. If you are a technology enthusiast who wants to make an impact, then GAINS is for you
Job Summary:
The Support Analyst will be responsible for providing technical assistance and support to customers who are experiencing technical difficulties with software, hardware or other computer systems. The Support Analyst will also be responsible for diagnosing and troubleshooting problems, escalating issues as needed, and documenting all support activities in a timely and accurate manner.
Responsibilities:
- Provide exceptional customer service to all clients
- Troubleshoot and resolve technical issues in a timely and efficient manner
- Diagnose software, hardware, and network-related problems
- Document and escalate issues to the appropriate parties when necessary
- Communicate with customers in a professional and courteous manner
- Utilize remote access tools to troubleshoot and resolve technical issues
- Maintain a working knowledge of relevant products, services, and industry trends
- Participate in team meetings and training sessions to enhance skills and knowledge
- Provide timely resolutions to customers on their questions and general account maintenance needs.
- Participate in customer meetings as needed.
- Manage and track customer requests in customer service software system
Requirements:
- Bachelor's degree in Computer Science, Information Technology, or a related field
- Customer service experience is preferred
- Experience with supply chain design modeling is preferred
- Strong analytical and problem-solving skills
- Excellent written and verbal communication skills
- Familiarity with remote access tools and software
- Ability to work well in a fast-paced, team-oriented environment
- Knowledge of Windows and/or Mac operating systems
- Familiarity with Microsoft Office Suite, Active Directory, and other related software
- Ability to prioritize and manage multiple tasks simultaneously
- Willingness to work flexible hours and be on-call as needed
We are committed to equal employment opportunity and welcome everyone regardless of race, color, ancestry, religion, national origin, age, sex, gender identity, sexual orientation, disability, marital status, domestic partner status, veteran status or medical condition. We encourage people from all backgrounds to apply.
Top Skills
What We Do
At GAINS, our quest is to democratize supply chain planning. The GAINS Supply Chain Performance Optimization Platform helps businesses large and small Move Forward Faster with greater agility, resilience, confidence, and sustainability. The GAINS AI-driven cloud platform delivers continuous cost and profit optimization via machine learning, proven algorithms, and actionable analytics for global manufacturing, distribution, retail, and service parts/maintenance operations. Innovative design combined with the GAINS Proven-Path-to-Performance (P3) methodology enables rapid onboarding and tangible results, including increased sales, inventory turns, and service levels at reduced operating costs in as little as 8 weeks. GAINS proudly provides digital supply chain planning expertise to industry leaders like Graybar, Honda Motors, Menards, Rockwell Automation, Stuller, and Textron Aviation. For more information, visit www.gainsystems.com.
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