Product Support Specialist

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.

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)

#LI-Onsite