Cornerstone OnDemand

Product Support Specialist - L1

2 months agoMumbai, India / Remote

The Product Specialist is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Product Specialists work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex application software related questions and issues encountered in Cornerstone's 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 comprehensive problem analysis, software support and customer service.

In this role you will...

  • Provide day to day functional and technical software application support in a 24X7 environment to our clients including testing and troubleshooting as need
  • Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high
  • Attain and maintain product certification on Cornerstone products in adherence with Cornerstone's Product Certification Program
  • Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options
  • Understand client's business processes and help them understand how to configure Cornerstone applications to support their needs
  • Help to curate functionality information that can be turned into product knowledgebase and documentation through accurate, reliable, and complete case activity updates
  • Collaborate with team members from all around the world
  • Consideration of privacy and security obligations

You've got what it takes if you have...

  • Bachelor's degree or commensurate professional experience in Science, Technology or Engineering
  • 2+ years' experience in Customer Support or Technical Support. Experience in Cloud/SaaS application support would be an asset
  • Customer centric mindset, with passion for helping customers and providing excellent customer service
    Fluency in English is a necessity while knowledge of any other language is a huge plus! Excellent, professional, verbal (telephone) and written communicator with a coaching mentality
  • Strong collaborative skills that compliment your ability to work with both local and international team members
  • Ability to scope, analyze, resolve and record solution for clients' complex issues and translate them into system functionality to help clients meet their needs with existing system features
  • Competence to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
  • Ability to thoroughly document and articulate system behaviors, issues, workflows and/or functionality in such a way that all users can easily understand
  • Familiar with support workflows and processes and experience working with CRM application like Salesforce, in a SLA driven ecosystem
  • Experience in a deadline-driven, fast-paced, high-growth environment preferred
  • Open to work in 24*7 shift as per set roster

    #LI-Remote #L1-Hybrid

Client-provided location(s): Andheri East, Mumbai, Maharashtra, India; Pune, Maharashtra, India
Job ID: CornerstoneOnDemand-req8320