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L1 Product Support Specialist

4 months ago

Pune, India Hiresoft Full time

JOB DESCRIPTION :


The Product Support Engineer is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related questions and troubleshoot issues encountered in 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 problem solving skills, has eagerness to learn and brings customer centric mindset.

KEY RESPONSIBILITIES :



- Provide day to day functional and technical software application support in a 24x7 environment to our clients including functionality 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 (CSAT).



- Time-bound and superior customer communication over CRM (salesforce), phone and email to prevent case staleness/ageing and preventing backlog.



- Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.



- Where necessary, time bound engagement of next level support with proper triage and case documentation.



- Attain and maintain product certification on Cornerstone products in adherence with


- Cornerstone's Product Certification Program achieving deep understanding and expertise over Cornerstone applications.



- Active engagement with Knowledge base and forums utilizing help channels/resources.



- Consistently deliver aligning with set goals and beyond



- Collaborate with team members from all around the world.



- Consideration of privacy and security HAVE SKILLS :



- Bachelor's degree in computer science or equivalent with 1-3 years of customer facing application support experience (Preferably SaaS environment)



- Hands-on experience working on and debugging issues with access management, Single-Sign-On, etc.



- Basic awareness about SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.



- Highly organized with understanding of processes, SLA's and tools used in product support

ecosystem.



- Superior written and verbal communication skills.



- Customer centric mindset, with passion for helping customers and providing excellent customer service.



- Positive Attitude with ability to thinking out of the box.



- Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.



- Strong analytical and problem-solving skills.



- Strong team player promoting and influencing positive team spirit towards inclusive success.



- The role requires working in 24x7 environment (mostly US shifts).


- Open to work in night shifts PST :



- PSS L1 - 2+yrs, 2-4yrs



- Communication - 9/10



- PST Shift - 9PM to 6/7AM IST



- Pune location



- Application +Customer



- SAAs/PAAs/IAAS



- CRM/Salesforce



- SQL - basic , joins, Duplicate key, foreign key, inner join, unique key



- SSO - Single sign-On (OKTA) -12hr/24hr/36hrs/(backend functional knowledge) - IDP SP

HTTP , Webservers

- SFTP, HTML, FTP.



- International Customer handling exp (EMEA UK USA)



- Graduate - Btech/BCA_ computers(CSE IT ECE) - No mechanical/no aero/no pharma.



- Customer-centric - Ownership of issue


- Understanding the major root cause, troubleshooting


- Debugging, running log, they should have exp in handling irritated/irate customers.



Inbound and outbound - Calls & EMails & chat (very limited).



They will work with cross functional teams - like Qa, Engineering, Product : Nightshift allowances (1,100-1,220 per day) US/ EMEA (700-800 per day) + Cab service + Food is given + Medical insurance + Extra allowances subjected to the day worked for (national/international holidays/weekends/extra time)


(ref:hirist.tech)