Senior Product Support Specialist

d ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).

• Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.

• Gain and maintain deep technical expertise across Cornerstone OnDemand's enterprise product suite to accurately respond to product behaviour questions and challenge.

• Handle all types of customer and business situations: assessing severity, impact, and escalating to management when appropriate.

• Active contribution towards Knowledge base and forums/channels.

• Mentor, coach and/or train support engineers as part of knowledge transfer process.

• 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 3+ years of technical support experience client facing IT role in an enterprise-level (B2B) environment providing Software as a Service (SaaS) product offerings in the cloud.

• Ability to grasp complex, technical system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defect.

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

• Ability to accurately document and concisely articulate system behaviours, issues, workflows and/or functionality for a variety of audiences ranging from basic users to technical team (Knowledge Base/Articles).

• 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.

• Ability to mentor and coach new/junior team members.

• The role requires working in 24x7 environment (mostly US shifts).

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