Product Support Specialist

Cornerstone OnDemand

4.6

Pune, India

Ranked as one of the Best Tech Companies for Women in 2023

4.6/5 in overall job satisfaction

4.7/5 in supportive management

90% say women are treated fairly and equally to men

97% would recommend this company to other women

100% say the CEO supports gender diversity

Ratings are based on anonymous reviews by Fairygodboss members.

We offer Wellbeing Days (paid days off during the months of July, August, and September) so our people can focus on their wellness.

The Cornerstone Family First Initiative is a one-time initiative covering reimbursement for some out-of-pocket fertility expenses.

Full-time Cornerstars may be eligible for tuition reimbursement to support personalized learning and growth.

#req9889

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 Cornerstone's 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...

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 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