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 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, excels in problem-solving skills, has an eagerness to learn and brings a customer-centric mindset.

Responsibilities:

• 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 prevent 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 the knowledge base and forums, utilising help channels/resources.
• Consistently deliver in alignment with set goals and beyond
• Collaborate with team members from all around the world.
• Consideration of privacy and security obligations.

Requirements:

• 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 of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Highly organised with an understanding of processes, SLA's and tools used in the 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 the ability to think out of the box.
• Patient, organised, composed, and a 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 a 24x7 environment (mostly US shifts).
• Note: Infrastructure Support / Hardware Support / Network Support would not be considered; only Technical Support / Product Support / Software Support Experience /Application Support Experience would be considered.