Senior Product Support Engineer

2 weeks ago

Pune, Maharashtra, India Cornerstone OnDemand Full time
Job Summary

We are seeking a highly skilled and experienced Senior Product Support Engineer to join our Global Customer Support Team. As a key member of our team, you will be responsible for providing exceptional support to our clients on Cornerstone OnDemand products, working closely with them to resolve complex application software related questions and issues.

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 obligation.

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, 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, SLA's, 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.
• 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.
• The role requires working in a 24x7 environment (mostly US shifts).

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