Product Support Specialist

EdCast; Pune District; On-site; INR 550,000 - 900,000; Full time

Job summary

EdCast seeks a Product Support Specialist to provide level-1 support for Cornerstone OnDemand products from Hyderabad. You will handle functional and technical queries, troubleshoot issues, and educate clients on product usage.

The role requires excellent communication, strong problem-solving, and a customer-focused mindset, with readiness 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 with access management and Single Sign-On.
• Basic awareness about SaaS, cloud computing, FTP, SSO, SMTP, HTML.
• 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.
• Positive attitude with ability to think outside the box.
• Patient, organized, composed and a good listener.
• Strong analytical and problem-solving skills.
• Strong team player promoting positive team spirit; 24x7 US shift readiness.

Responsibilities

• Provide day-to-day functional and technical software application support in a 24x7 environment to clients, including testing and troubleshooting.
• Ensure timely follow-up on cases to meet SLA and maximize CSAT.
• Maintain proactive customer communication via CRM, phone and email to prevent backlog.
• Prioritize work-in-hand and deliver timely resolutions for high-impact cases.
• Triaging to next-level support and documenting cases when needed.
• Aim to attain product certifications on Cornerstone products.
• Develop deep knowledge of Cornerstone applications and leverage knowledge bases.
• Collaborate with global team members to align on goals and best practices.
• Adhere to privacy and security obligations in all client interactions.

Skills

SaaS

SSO

HTML

FTP

SMTP

Cloud computing

Customer service

Communication

Problem solving

Team player

Education

Bachelor’s degree in computer science

Tools

Salesforce

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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