- Product Support Engineer (L1) | Night Shift - US EST/+ PST | Pune
- The Product Support Engineer is part of the Global Customer Support Team, responsible for
- providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support
- Engineer works via telephone and electronic communication (CRM) with clients to
- acknowledge, analyse, and resolve complex application software related questions and
- troubleshoot issues encountered in applications. This position requires a hands-on individual,
- who can passionately and patiently educate our clients on, how our product is designed to work,
- and excels in problem solving skills, has eagerness to learn and brings customer centric
- mindset
- In this role you will
- Provide day to day functional and technical software application support in a 24x7
environment to our clients including functionality 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)
#LI-Onsite
Job description provided by Cornerstone OnDemand.
View the original posting
