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Product Support Specialist

3 months ago

hyderabad, India Cornerstone OnDemand Full time
We're looking for a

Product Support Specialist

This role is Office Based

About Cornerstone OnDemand

Cornerstone OnDemand (NASDAQ: CSOD) was founded with apassion for empowering people through learning and a conviction that peopleshould be your organization's greatest competitive advantage. Cornerstone is a recognizedglobal human capital management (HCM) leader with a core belief that companiesthrive when they help their employees to realize their potential. Putting thisbelief into practice, Cornerstone offers solutions to help companiesstrategically manage and continuously develop their talent throughout theentire employee lifecycle. Featuring comprehensive recruiting, personalizedlearning, development-driven performance management, and holistic HR planning,Cornerstone's human capital management is successfully used by more than 7000global clients of all sizes, representing all major industries, spanning over75 million users across 192 countries and 43 languages. Using one data modeland one integrated, extensible platform, Cornerstone HCM platform gives clientsgreater talent insights, recommendations and supporting tools to meet theirgrowing human capital management needs.

Responsibilities:

Develop a deep knowledge of SumTotal's range of enterprise products.
Communicating with corporate customers via CRM, telephone, email, or other media as applicable, regarding technically complex problems identified in SumTotal's software products, and maintaining effective customer relations.
Solve user issues, ranging from basic to technically complex, including software functionality, data communication/networking troubleshooting, OS and browser-related issues.
Partner with cross-functional teams on complex customer issues, ensuring root cause is identified and fixed.
Escalate & facilitate top-priority, production-critical issues to the appropriate teams for resolution.
Resolve incidents and keep customers updated during the issue resolution process as per SLAs.
Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer's business impact.
Create, and publish, internal and customer-facing knowledge base documentation to enhance customer engagement with Sum Total's self-service options.
Ensure customers can execute their business objectives through the use of our application.
Assist internal team with case prioritization to ensure successful go-live of new customers.

Requirements:

Knowledge of SQL programming (DML/DDL/joins) is mandatory.
Knowledge of Webservices Technologies like REST API/SOAP/ODATA is added advantage.
Knowledge of NoSQL and authentication Technologies like LDAP, SSO, OpenID, ADFS, etc. is an added advantage.
Should have hands-on experience in debugging web-based applications.
Exposure to tools like Fiddler, Wireshark, Browser-based Developer Tools, Postman etc.
Should have exposure to talking to clients/end customers.
Strong customer service focus, good problem-solving skills, and excellent communication skills
Ability to communicate effectively to varying levels within the organization.
Graduation in Engineering / Sciences or a Post graduate degree in Computer Sciences
5+ years' of experience in application support.
Must be adaptable and have a strong disposition to learn in a fast-paced environment.

Note : This Role Requires the Incumbent to work in alignment with the US EST Hours This would be a Night Shift in India