Senior Product Support Specialist

3 weeks ago

Pune, Maharashtra, India Cornerstone OnDemand Full time
Senior Product Support Specialist Role Overview

This is an exciting opportunity to join the Global Customer Support Team at Cornerstone OnDemand as a Senior Product Support Specialist. As a key member of our team, you will be responsible for providing exceptional support to our clients, ensuring their Cornerstone OnDemand products are running smoothly and efficiently.

Key Responsibilities:
  • Provide day-to-day functional and technical software application support to clients in a 24x7 environment.
  • Ensure timely and ongoing follow-up on assigned cases to meet service level agreements (SLAs) and maintain high client satisfaction (CSAT).
  • Follow work-on-hand prioritization while dealing with high-impact cases and deliver time-bound resolutions 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 necessary.
  • Contribute actively to the knowledge base and forums/channels.
  • Mentor, coach, and/or train support engineers as part of the knowledge transfer process.
  • Deliver consistently, aligning with set goals and beyond.
  • Collaborate with team members from around the world.
  • Consider privacy and security obligations.

Requirements:
  • 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, understand cause and effect for actions taken in a business process or software system.
  • Highly organized with understanding of processes, SLAs, and tools used in product support ecosystems.
  • Ability to accurately document and concisely articulate system behaviors, issues, workflows, and/or functionality for various audiences.
  • Superior written and verbal communication skills.
  • Customer-centric mindset with a passion for helping customers and providing excellent customer service.
  • Positive attitude with the ability to think outside 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.
  • Ability to mentor and coach new/junior team members.

What We Offer:
  • Opportunity to work with a leading provider of cloud-based talent management solutions.
  • Collaborative and dynamic work environment.
  • Professional development and growth opportunities.
  • Competitive compensation and benefits package.

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