Product Support Specialist

3 weeks ago

Pune, India Cornerstone OnDemand Full time
We're looking for aProduct Support Specialist - L1

This role is

Office Based

The

Product Specialist

is part of the Global Customer Support Team, responsible for providing Level 1Office Based Job and PST TimeZonesupport to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Product Specialistswork via telephone and electronic communication with clients to acknowledge, analyze, and resolvecomplex 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 supportand customer service.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 neededEnsure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is highAttain and maintain product certification on Cornerstone products in adherence with Cornerstone’s Product Certification ProgramGain a deep understanding of the Cornerstone application including the hundreds of complex features configuration optionsUnderstand client’s business processes and help them understand how to configure Cornerstone applications to support their needsHelp to curate functionality information that can be turned into productknowledgebase and documentation through accurate, reliable, and complete case activity updatesCollaborate with team members from all around the worldConsideration of privacy and security obligationsYou’ve got what it takes if you have...Bachelor's degree or commensurate professional experience in Science, Technologyor Engineering2+ years’ experience in Customer Support or Technical Support. Experience inCloud/SaaS application support would be an assetCustomer centric mindset, with passion for helping customers and providingexcellent customer serviceFluency in English is a necessity while knowledge of any other language is a huge plusExcellent, professional, verbal (telephone) and written communicator with a coachingmentalityStrong collaborative skills that compliment your ability to work with both local andinternational team membersAbility to scope, analyze, resolve and record solution for clients’ complex issues andtranslate them into system functionality to help clients meet their needs with existingsystem featuresCompetence to grasp complex system workflows, to understand cause and effect foractions taken in a business process or software system. This skill is critical totroubleshooting issues to distinguish between user error and actual system defectsAbility to thoroughly document and articulate system behaviors, issues, workflowsand/or functionality in such a way that all users can easily understandFamiliar with support workflows and processes and experience working with CRMapplication like Salesforce, in a SLA driven ecosystemExperience in a deadline-driven, fast-paced, high-growth environment preferredOpen to work in night shifts PST Time#LI-onsite

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