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Product Support Specialist - L1
Product Support Specialist - L1-February 2024
Pune
Feb 18, 2025
ABOUT CORNERSTONE ONDEMAND
Recruiting and retaining quality candidates is vitally important to successful businesses the world over, which is why Cornerstone OnDemand is dedicated to providing outstanding talent management to o
1,001 - 5,000 employees
Financial Services, Technology
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About Product Support Specialist - L1

  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 needed

  Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is highAttain and maintain product certification on Cornerstone products in adherence with Cornerstone's Product Certification ProgramGain a deep understanding of the Cornerstone application including the hundreds of complex features configuration optionsUnderstand client's business processes and help them understand how to configure Cornerstone applications to support their needsHelp to curate functionality information that can be turned into productknowledgebase and documentation through accurate, reliable, and complete case activity updatesCollaborate with team members from all around the worldConsideration 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 Engineering2+ years' experience in Customer Support or Technical Support. Experience in

  Cloud/SaaS application support would be an assetCustomer centric mindset, with passion for helping customers and providing

  excellent customer serviceFluency 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

  mentalityStrong collaborative skills that compliment your ability to work with both local and

  international team membersAbility 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 featuresCompetence 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 defectsAbility to thoroughly document and articulate system behaviors, issues, workflows

  and/or functionality in such a way that all users can easily understandFamiliar with support workflows and processes and experience working with CRM

  application like Salesforce, in a SLA driven ecosystemExperience in a deadline-driven, fast-paced, high-growth environment preferredOpen to work in night shifts

  #LI-onsite

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