Product Support Spec....
Product Support Specialist- L1
Posted on :
01-05-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2779362
Job Title: Product Support Specialist L1
Company Name: Cornerstone
Job Type: Technical
No Of Openings: 2
CTC: Upto 8.5 LPA Allowances
Location: Pune
Experience: 3 Years
About Company:
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 developmentdriven performance management and holistic employee data management and insights Cornerstone s 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.
Job Description
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 handson 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 RESPONSIBILITIES
- 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 followup on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
- Timebound 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.
MUST HAVE SKILLS:
- Bachelor s degree in computer science or equivalent with 3 years of customer facing application support experience (Preferably SaaS environment)
- Handson experience working on and debugging issues with access management SingleSignOn etc.
- Basic awareness about SaaS cloud computing FTP SSO SMTP HTML etc.
- Highly organized with understanding of processes SLAs 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 think outside of the box.
- Patient Organized Composed and Good Listener thoughtfully responding to any situation.
- Strong analytical and problemsolving 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
Special Remarks from Company:
INTERVIEW ROUNDS: 3
MODE OF INTERVIEW: 1st Round Virtual and rest two F2F
WORKING MODE Work from Office 5 days a week in PST (Night Shift) 9 PM to 6 AM
ALLOWANCES Night Shift Allowances (per day) for US and (700800 per day) for EMEA Cab service
Food is given Medical insurance Extra allowances subjected to the day worked for (national/international
holidays/weekends/extra time)
ADDRESS 6th Floor Cornerstone Building Prabhat Rd Pune above Irani Cafe Pune 411004
Important Notes
- Communication 9/10
- SAAs/PAAs/IAAS
- CRM/Salesforce
- SQL basic joins Duplicate key foreign key inner join unique key
- SSO Single signOn (OKTA) 12hr/24hr/36hrs/(backend functional knowledge) IDP SP
- HTTP Webservers
- SFTP HTML FTP.
- International Customer handling exp (EMEA UK USA)
- Graduate Btech/BCA computers (CSE IT ECE) No mechanical/no aero/no pharma.
- Customercentric Ownership of issue Understanding the major root cause troubleshooting Debugging
- running log they should have exp in handling irritated/irate customers.
- Inbound and outbound Calls & Email s & chat (very limited).
- They will work with cross functional teams like QA Engineering Product teams.
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Employment Type
Full Time
Key Skills
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