Product Support Specialist

Job highlights

• The role requires working in 24x7 environment (mostly US shifts). Our Culture
• Attain and maintain product certification on Cornerstone products in adherence with Cornerstones Product Certification.

We're looking for a Product Support Specialist This role is Office Based, Pune Office
Product Support Specialist
The Product Support Specialist is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products
Product Support Specialist works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve complex application software related questions and troubleshoot issues encountered in applications
This position requires a hands-on individual, who can passionately and patiently educate our clients on, how our product is designed to work, and excels in problem solving skills, has eagerness to learn and brings customer centric mindset

In this role you will?
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 Cornerstones 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

You've Got What It Takes If You Have?
Bachelors 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)

Our Culture
Spark Greatness
Shatter Boundaries
Share Success
Are you readyBecause here, right now is where the future of work is happening
Where curious disruptors and change innovators like you are helping communities and customers enable everyone anywhere to learn, grow and advance
To be better tomorrow than they are today

Who We Are
Cornerstone powers the potential of organizations and their people to thrive in a changing world
Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are
With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce
More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today

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