Product Support Specialist (2-6 yrs)

OVERVIEW :

The Product Support Engineer will play a critical role in providing technical assistance for Cornerstone's Support customer base. As a member of CSOD Global Customer Support, Support Engineers provide real-time technical support on Cornerstone Enterprise products through e-mail and phone interactions with customers and by using Cornerstone's internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products.

In this role you will :

- Develop a deep knowledge of Cornerstone's range of enterprise products

- Thorough understanding of assigned customer's products and business objectives

- Communicating with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in Cornerstone's software products, and maintaining effective customer relations

- Escalate & facilitate top-priority, production-critical issues to the appropriate teams for resolution.

- Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer's business impact.

- Resolve incidents and keep customers updated during the issue resolution process as per SLA's.

- Create, and publish, internal and customer-facing knowledge base documentation to enhance customer engagement with Cornerstone's self-service options.

- Serve as a customer advocate within Cornerstone organization.

- Ensure customers can execute their business objectives through use of our application.

You've got what it takes if you have :

- Knowledge of SQL programming (DML/DDL/joins).

- Should have hands-on experience in debugging web-based applications

- Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc.

- Knowledge of Webservices Technologies like REST API/SOAP/ODATA is added advantage

- Knowledge of Authentication Technologies like LDAP, SSO, OpenID, ADFS etc. is added advantage

- Should have exposure in talking to client/end customers.

- Strong customer service focus, good problem-solving skills, and excellent communication skills.

- Excellent organizational skills with ability to grow and work in a team.

- Graduation in Engineering / Sciences.

- Minimum experience of 2-4 years, in application support is mandatory.

- Comfortable to work in EST OR PST Shift.

- Must be adaptable and have a strong disposition to learn in a fast-paced environment.