Edtech.com's Summary

Cornerstone OnDemand is hiring a Product Support Specialist | Hyderabad | US EST to provide Level 1 support to clients on the Cornerstone OnDemand products. The role works with clients by telephone and CRM to analyze and resolve complex application software questions and troubleshoot the issues they hit. The specialist also educates clients on how the products are designed to work, drawing on strong problem-solving skills and a customer-centric mindset.

Highlights

Provide day-to-day functional and technical application support to clients, including functionality testing and troubleshooting.
Follow up on assigned cases to meet service level agreements and keep client satisfaction (CSAT) high.
Communicate with clients over Salesforce CRM, phone, and email to prevent case ageing and backlog.
Prioritize work on hand, handling high-impact cases first and delivering time-bound resolutions.
Escalate to next-level support with proper triage and case documentation when needed.
Earn and maintain Cornerstone product certification through the Product Certification Program.
Use the knowledge base and forums, and collaborate with team members around the world.
Bachelor's degree in computer science or equivalent with 1-3 years of customer-facing application support experience, preferably in SaaS.
Hands-on experience debugging access management and Single-Sign-On issues, plus basic knowledge of cloud computing, FTP, SMTP, and HTML.
Office-based role in Hyderabad working in a 24x7 environment, mostly US shifts.

Product Support Specialist | Hyderabad | US EST Full Description

This role is Office Based, Hyderabad Office

Product Support Specialist | Hyderabad

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 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)

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Let me find your next job.

Thanks - you're signed up.

Product Support Specialist | Hyderabad | US EST

Edtech.com's Summary

Product Support Specialist | Hyderabad | US EST Full Description

CS OTC Associate

Advanced Associate, Customer Service

Customer Experience Engineer, L2

Customer Experience Engineer, L1

Customer Service Specialist - IT Support Technician