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L1 Product Support Specialist

4 months ago

Pune, India SPECTRUM AV TECHNO CONSULTANTS Full time

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 obligation.

MUST 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 Time

(ref:hirist.tech)