Product Support Specialist

This job is with Cornerstone OnDemand, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

GCS - Product Support Engineer (L1) | Night Shift - US EST/+ PST | Pune or Hyderabad

The Product Support Engineer is part of the Global Customer Support Team, responsible for

providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support

Engineer 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.
  
  

Youve 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, SLAs 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)
  
  

]]>

---