Product Support Specialist - India

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).

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