Product Support Specialist

ity 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)

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