Product Support Specialist

GCS - Product Support Engineer(L1) | Night Shifts - US EST & PST

The Product Support Engineer is part of the GlobalCustomer Support Team, responsible for providing Level 1 support to clients onthe Cornerstone OnDemand products. Product Support Engineer works via telephoneand electronic communication (CRM) with clients to acknowledge, analyse, andresolve complex application software related questions and troubleshoot issuesencountered in applications. This position requires a hands-on individual, whocan passionately and patiently educate our clients on, how our product isdesigned to work, and excels in problem solving skills, has eagerness to learnand 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)

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