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Product Support Specialist
Cornerstone
posted 23d ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
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 Cornerstone s 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.
- 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, 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).
Employment Type: Full Time, Permanent
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What people at Cornerstone are saying
Product Support Specialist salary at Cornerstone
reported by
5
employees
with 3-6
years exp.
₹7
L/yr - ₹12.5
L/yr
34%
more
than the average Product Support Specialist Salary in India
View more details
What Cornerstone employees are saying about work life
based on 35 employees
Flexible timing
Monday to Friday
No travel
Day Shift
Cornerstone Benefits
View more benefits
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