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Product Support Specialist- L1

3 months ago

Pune, Maharashtra, India Talent Giants Consultancy Services LLP Full time

Job Title:
Product Support Specialist L1

Company Name:
Cornerstone

JobType:
Technical No Of Openings: 2

CTC:
Upto 8.

5 LPA Allowances Location:

Pune Experience:

3YearsAboutCompany:
Cornerstone is apremier people development company. We believe people can achieveanything when they have the right development and growthopportunities. We offer organizations the technology contentexpertise and specialized focus to help them realize the potentialof their people.

Featuring comprehensive recruiting personalizedlearning modern training content developmentdriven performancemanagement and holistic employee data management and insightsCornerstone s people development solutions are successfully used bymore than 100 million people in 180 countries and in nearly 50languages.

Cornerstone takes special care toensure the security and privacy of the data of its users.
JobDescription


The ProductSupport Engineer is part of the Global Customer Support Teamresponsible for providing Level 1 support to clients on theCornerstone OnDemand products.

Product Support Engineer works viatelephone and electronic communication (CRM) with clients toacknowledge analyse and resolve complex application softwarerelated questions and troubleshoot issues encountered inapplications.

This position requires a handson individual who canpassionately and patiently educate our clients on how our productis designed to work and excels in problem solving skills haseagerness to learn and brings customer centric mindset.


KEYRESPONSIBILITIES


Provide day to dayfunctional and technical software application support in a 24x7environment to our clients including functionality testing andtroubleshooting as needed.

Ensure propertimely and ongoing followup on assigned cases to ensure servicelevel agreements (SLA) are met and client satisfaction is high(CSAT).Timebound and superior customercommunication over CRM (salesforce) phone and email to prevent casestaleness/ageing and preventing backlog.

Follow work on hand prioritization whiledealing with cases carrying high customer impact and deliver timebound resolution in line with customer expectations.

Where necessary time bound engagement of nextlevel support with proper triage and case documentation.

Attain and maintain product certification onCornerstone products in adherence with Cornerstone s ProductCertification Program achieving deep understanding and expertiseover Cornerstone applications.

Activeengagement with Knowledge base and forums utilizing helpchannels/resources.
Consistently deliveraligning with set goals and beyondCollaboratewith team members from all around the world.
Consideration of privacy and securityobligation.

MUSTHAVE SKILLS:
Bachelors degree in computer science or equivalent


with 3years of customer facing application support experience (PreferablySaaS environment)Handson experience workingon and debugging issues with access management SingleSignOn etc.

Basic awareness about SaaS cloud computing FTPSSO SMTP HTML etc.
Highly organized withunderstanding of processes SLAs and tools used in product supportecosystem.
Superior written and verbalcommunication skills.
Customer centric mindsetwith passion for helping customers and providing excellent customerservice.
Positive Attitude with ability tothink outside of the box.
Patient OrganizedComposed and Good Listener thoughtfully responding to anysituation.
Strong analytical andproblemsolving skills.
Strong team playerpromoting and influencing positive team spirit towards inclusivesuccess.
The role requires working in 24x7environment (mostly US shifts). Open to work in night shifts PSTTime

SpecialRemarks from Company:

INTERVIEWROUNDS:
3

MODEOF INTERVIEW:
1st Round Virtual and rest two F2F WORKING MODE Work from Office 5 days a week in PST (Night Shift) 9 PM to 6 AM ALLOWANCES Night Shift Allowances (per day) for US and per day) forEMEA Cab service Food is given Medicalinsurance Extra allowances subjected to the day worked for(national/internationalholidays/weekends/extra time) ADDRESS

6thFloor Cornerstone Building Prabhat Rd Pune above Irani Cafe Pune411004ImportantNotes


Communication9/10SAAs/PAAs/IAASCRM/SalesforceSQL basicjoins Duplicate key foreign key inner join unique keySSO Single signOn (OKTA)12hr/24hr/36hrs/(backend functional knowledge) IDP SPHTTP WebserversSFTP HTMLFTP.International Customer handling exp (EMEAUK USA)Graduate Btech/BCA computers (CSE ITECE) No mechanical/no aero/no pharma.

Customercentric Ownership of issueUnderstanding the major root cause troubleshooting Debuggingrunning log they should have exp in handlingirritated/irate customers.
Inbound andoutbound Calls & Email s & chat (very limited).They will work with cross functional teamslike QA Engineering Product ,smtp,joins,sso,ftp,debugging,crm,privacy,webservers,troubleshooting,single-sign-on,html,qa,sql,engineering,sla's, key,idp sp,product certification,runninglog,security obligation,access management,technical softwareapplication,single sign-on (okta),calls & email's &chat,ensure the security and privacy of the data,productsupport,technical support