Product Support Specialist

Cleo Consulting; Pune District; On-site; INR 450,000 - 900,000; Full time

Job summary

Cleo Consulting in Pune provides day-to-day functional and technical software application support in a 24x7 environment for our SaaS clients. You will test functionality, troubleshoot issues, and ensure timely updates to maintain CSAT and SLA adherence.

Responsibilities include prioritizing high-impact cases, effective communication via CRM (Salesforce), phone and email, and coordinating with global teams. A strong foundation in access management, SSO, and basic SaaS concepts is expected.

Qualifications

• 1–3 years of customer-facing software support experience.
• Hands-on with access management and SSO.
• Familiar with SaaS, cloud concepts, HTML, FTP, SMTP.

Responsibilities

• Provide day-to-day software application support in a 24x7 environment.
• Meet SLAs and ensure high CSAT through timely follow-ups.
• Communicate clearly via CRM (Salesforce), phone and email.
• Triaging and escalating when needed to ensure quick resolutions.
• Collaborate with global teams and maintain privacy obligations.

Skills

Customer support

SaaS knowledge

Access management

SSO

Communication skills

Education

Bachelors degree in CS

Tools

Salesforce CRM

Job description

Role & 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 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 beyond
• Collaborate with team members from all around the world.
• Consideration of privacy and security obligation.

Preferred candidate profile

• 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)
• Note : Infrastructure Support / Hardware Support / Network Support / Application Support Experience would not be considered : Only Technical Support / Product Support / Software Support Experience would be Considered.