Product Support Specialist

2 weeks ago

Pune, Maharashtra, India Cornerstone OnDemand Full time
The Product Specialist is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Product Specialists work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex application software related questions and issues encountered in Cornerstone's applications. This position requires a hands-on individual, who can passionately and patiently educate our clients on, how our product is designed to work, and excels in comprehensive problem analysis, software support and customer service.

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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