Support Analyst, Design

About GAINSGAINS 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 youJob 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 clientsTroubleshoot and resolve technical issues in a timely and efficient mannerDiagnose software, hardware, and network-related problemsDocument and escalate issues to the appropriate parties when necessaryCommunicate with customers in a professional and courteous mannerUtilize remote access tools to troubleshoot and resolve technical issuesMaintain a working knowledge of relevant products, services, and industry trendsParticipate in team meetings and training sessions to enhance skills and knowledgeProvide 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 systemRequirements:Bachelor's degree in Computer Science, Information Technology, or a related fieldCustomer service experience is preferredExperience with supply chain design modeling is preferredStrong analytical and problem-solving skillsExcellent written and verbal communication skillsFamiliarity with remote access tools and softwareAbility to work well in a fast-paced, team-oriented environmentKnowledge of Windows and/or Mac operating systemsFamiliarity with Microsoft Office Suite, Active Directory, and other related softwareAbility to prioritize and manage multiple tasks simultaneouslyWillingness to work flexible hours and be on-call as neededAt GAINS, we recognize that diversity and inclusion make our teams stronger. 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.