Product Support Specialist

7 days ago


Pune, Maharashtra, India Cornerstone OnDemand Full time
Product Support Specialist - India

This role is part of the Global Customer Support Team at Cornerstone OnDemand, responsible for providing Level 1 support to clients on our products. As a Product Support Specialist, you will work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex application software related questions and troubleshoot issues encountered in applications.

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, 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.
  • 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.

Requirements:
  • 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 think 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.


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