#req9357
sting 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 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). Open to work in night shifts PST Time
#LI-onsite