Product Support Specialist

EDCAST; Hyderabad; On-site; INR 420,000 - 720,000; Full time

Job summary

EDCAST in Hyderabad is seeking a Product Support Specialist to join the Global Customer Support Team. You will provide Level 1 support for Cornerstone OnDemand SaaS products via phone, email, and CRM, resolving complex questions and guiding customers.

The ideal candidate has a Bachelor’s degree in computer science with 1–3 years of client-facing SaaS support, strong problem-solving and communication skills, and is willing to work US shifts in a 24x7 environment.

Qualifications

• Bachelor’s degree in computer science or equivalent with 1-3 years of customer facing application support experience (Preferably SaaS environment).
• Hands-on experience debugging issues with access management and Single-Sign-On (SSO).
• 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.
• Role requires working in 24x7 environment (mostly US shifts).

Responsibilities

• Provide day to day functional and technical software application support in a 24x7 environment to clients including functionality testing and troubleshooting as needed.
• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure SLAs 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.
• Prioritize 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.

Skills

Customer facing

Problem solving

Communication

SaaS awareness

Organization

24x7 support

Education

Bachelor’s degree in computer science or equivalent

Tools

Salesforce

CRM

Job description

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)

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