Product Support Specialist- L1

Job Title: Product Support Specialist- L1

Company Name: Cornerstone

Job Type: Technical

No Of Openings: 2

CTC: Upto 8.5 LPA + Allowances

Location: Pune

Experience: 3+ Years

About Company

Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise, and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone s people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

Job Description

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.

Key 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 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.

Must Have Skills

Bachelor s degree in computer science or equivalent with 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 think outside 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). Open to work in night shifts PST Time

Special Remarks From Company

INTERVIEW ROUNDS: 3

MODE OF INTERVIEW: 1st Round Virtual and rest two F2F

WORKING MODE Work from Office 5 days a week in PST (Night Shift) 9 PM to 6 AM

ALLOWANCES Night Shift Allowances (1100-1220 per day) for US and (700-800 per day) for EMEA + Cab service +

Food is given + Medical insurance + Extra allowances subjected to the day worked for (national/international

holidays/weekends/extra time)

ADDRESS - 6th Floor, Cornerstone Building, Prabhat Rd Pune, above Irani Cafe, Pune, 411004

Important Notes

Communication - 9/10

SAAs/PAAs/IAAS

CRM/Salesforce

SQL - basic, joins, Duplicate key, foreign key, inner join, unique key

SSO - Single sign-On (OKTA) -12hr/24hr/36hrs/(backend functional knowledge) - IDP SP

HTTP, Webservers

SFTP, HTML, FTP.

International Customer handling exp (EMEA UK USA)

Graduate - Btech/BCA_ computers (CSE IT ECE) - No mechanical/no aero/no pharma.

Customer-centric - Ownership of issue, Understanding the major root cause, troubleshooting, Debugging,

running log, they should have exp in handling irritated/irate customers.

Inbound and outbound - Calls & Email s & chat (very limited).

They will work with cross functional teams - like QA, Engineering, Product teams.

Skills: sftp,smtp,joins,sso,ftp,debugging,crm,privacy,webservers,troubleshooting,single-sign-on,html,qa,sql,engineering,sla's,http,cloud computing,duplicate key,idp sp,product certification,running log,security obligation,access management,technical software application,single sign-on (okta),calls & email's & chat,ensure the security and privacy of the data,product support,technical support

Full time