Product Support Engineer

This is a high visibility individual contributor role in Frontline (L1) team and its purpose is to provide World Class Product Support over every customer interaction (case, call and chat), contributing towards Continuous Success of Legacy Saba Global Frontline Technical Support Operations and Deliverable. The role requires working in 24x7 shifts as per monthly roster to cover different customer time zones.

In this role you will…

•        Consistently deliver positive customer experience reflected over CSAT metrics

•        Continuous adherence with Cornerstone OnDemand and Support Process and Customer SLAs

•        Time bound Quality Analysis and Superior Customer Communication over Phone, Email, Chat and CRM

•        Regular quality updates until resolution 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

•        Keep stakeholders timely appraised and share feedback

•        Active engagement with Legacy Saba Knowledge base and forums ensuring usage and contribution

•        Continuous learning and knowledge enhancement around Cornerstone OnDemand portfolio and associated technology

•        Consistently deliver aligning with set goals and beyond

•        Seamlessly collaborate and contribute towards inclusive success of Cornerstone OnDemand ecosystem.

You've got what it takes if you have…

•        Bachelor's degree in Computer Science or equivalent with 2+ years of relevant domain experience

•        Positive Attitude with Thinking without Box under every situation.

•        Strong customer orientation with superior written and verbal communication skills.

•        Strong hands-on Debugging, Analytical and Problem Solving Skills.

•        Hands-on experience working on and debugging issues with access management, Single-Sign-On Integration, Identity

•        Provider (IdP) and Service Provider (SP) integration, SAML, SSL, ADFS etc is significant plus.

•        Prior experience and passion working in Technical Support role preferably with cloud based product organization.

•        Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.

•        Multitask between priorities, retaining focus on timeliness and quality end results.

•        Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.

•        Strong team player promoting and influencing positive team spirit towards inclusive success.

•        Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

•        Consideration for privacy and security obligations

Extra Dose of Awesome if you have…

•        Core Java and SQL knowledge will have an added advantage.

Note: This is not a BPO/Call Center role. Candidates from non-technical background need not apply.