Senior Product Support Specialist

Senior Product Support Specialist:

The Senior Product Support Specialist is part of the GlobalCustomer Support Team, responsible for providing support to clients on theCornerstone OnDemand products. Senior Product Support Specialist works viatelephone and electronic communication (CRM) with clients to acknowledge, analyse,and resolve complex application software related questions and issuesencountered in applications. This position requires a hands-on individual, whocan passionately and patiently educate our clients on, how our product isdesigned to work, and excels in problem solving skills, has eagerness to learnand 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 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).
• Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
• Gain and maintain deep technical expertise across Cornerstone OnDemand's enterprise product suite to accurately respond to product behavior questions and challenge.
• Handle all types of customer and business situations: assessing severity, impact, and escalating to management when appropriate.
• Active contribution towards Knowledge base and forums/channels.
• Mentor, coach and/or train support engineers as part of knowledge transfer process.
• Consistently deliver aligning with set goals and beyond.
• Collaborate with team members from all around the world.
• Consideration of privacy and security obligation.

• Bachelor's degree in computer science or equivalent with 3+ years of technical support experience client facing IT role in an enterprise-level (B2B) environment providing Software as a Service (SaaS) product offering in the cloud.
• Ability to grasp complex, technical 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 defect.
• Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
• Ability to accurately document and concisely articulate system behaviors, issues, workflows and/or functionality for a variety of audiences ranging from basic users to technical team (Knowledge Base/Articles).
• 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.
• Ability to mentor and coach new/junior team members.
• The role requires working in 24x7 environment (mostly US shifts).