Job Description

JOB DESCRIPTIONJOB TITLE: Product Support Specialist- L1COMPANY: CornerstoneEXPERIENCE: 3 5 yearsLOCATION: PuneCOMPENSATION: 8.56 base + nightshift allowances (1,100-1,220 per day) US/ EMEA(700-800 per day) + Cab service + Food is given + Medical insurance + Extra allowances subjected to the day worked for(national/international holidays/weekends/extra time)SHIFT TIME : 9 PM to 6 / 7AM ISTNOTICE PERIOD: AnyINTERVIEW ROUNDS: 3LOCATION : Office Based (Pune)ABOUT THE COMPANYOur Culture:Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We\'re always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we\'d love to meet you!What We Do:Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstones people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.Cornerstone takes special care to ensure the security and privacy of the data of its users.ABOUT THE ROLEThe 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.KEY RESPONSIBILITIESProvide 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 beyondCollaborate with team members from all around the world.Consideration of privacy and security obligation.MUST HAVE SKILLS: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). Open to work in night shifts PST Time

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