Senior Product Support Specialist
3 weeks ago
We're seeking a highly skilled Senior Product Support Engineer to join our Global Customer Support Team. This role is office-based in our Pune location.
Key Responsibilities- 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 (CSAT).
- Follow work-on-hand prioritization while dealing with cases carrying high customer impact and deliver time-bound resolution in line with customer expectations.
- Gain and maintain deep technical expertise across Cornerstone OnDemand's enterprise product suite to accurately respond to product behavior questions and challenges.
- Handle all types of customer and business situations: assessing severity, impact, and escalating to management when appropriate.
- Active contribution towards Knowledge base and forums/channels.
- Mentor, coach, and/or train support engineers as part of knowledge transfer process.
- Consistently deliver aligning with set goals and beyond.
- Collaborate with team members from all around the world.
- Consideration of privacy and security obligations.
- Bachelor's degree in computer science or equivalent with 3+ years of technical support experience in a client-facing IT role in an enterprise-level (B2B) environment providing Software as a Service (SaaS) product offerings in the cloud.
- Ability to grasp complex, technical 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 defect.
- Highly organized with understanding of processes, SLAs, and tools used in product support ecosystem.
- Ability to accurately document and concisely articulate system behaviors, issues, workflows, and/or functionality for a variety of audiences ranging from basic users to technical teams (Knowledge Base/Articles).
- Superior written and verbal communication skills.
- Customer-centric mindset, with passion for helping customers and providing excellent customer service.
- Positive attitude with ability to think out of the box.
- Patients, 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.
- Ability to mentor and coach new/junior team members.
- The role requires working in a 24x7 environment (mostly US shifts).
#LI-Onsite
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