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Product Support Specialist
2 weeks ago
Office Based Job and EST Time Zone (6PM to 3AM IST)
In this role you will...
- Provide day to day functional and technical software application support in a 24X7 environment to our clients including testing and troubleshooting as needed
- Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high
- Attain and maintain product certification on Cornerstone products in adherence with Cornerstone's Product Certification Program
- Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options
- Understand client's business processes and help them understand how to configure Cornerstone applications to support their needs
- Help to curate functionality information that can be turned into product
- knowledgebase and documentation through accurate, reliable, and complete case activity updates
- Collaborate with team members from all around the world
- Consideration of privacy and security obligations
You've got what it takes if you have...
- Bachelor's degree or commensurate professional experience in Science, Technology
or Engineering - 2+ years' experience in Customer Support or Technical Support. Experience in
Cloud/SaaS application support would be an asset - Customer centric mindset, with passion for helping customers and providing
excellent customer service - Fluency in English is a necessity while knowledge of any other language is a huge plus
- Excellent, professional, verbal (telephone) and written communicator with a coaching
mentality - Strong collaborative skills that compliment your ability to work with both local and
international team members - Ability to scope, analyze, resolve and record solution for clients' complex issues and
translate them into system functionality to help clients meet their needs with existing
system features - Competence to grasp complex system workflows, to understand cause and effect for
actions taken in a business process or software system. This skill is critical to
troubleshooting issues to distinguish between user error and actual system defects - Ability to thoroughly document and articulate system behaviors, issues, workflows
and/or functionality in such a way that all users can easily understand - Familiar with support workflows and processes and experience working with CRM
application like Salesforce, in a SLA driven ecosystem - Experience in a deadline-driven, fast-paced, high-growth environment preferred
- Open to work in night shifts 6PM to 3AM shift only.
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