Product Support Specialist Job in Pune at Cornerstone

Cornerstone is hiring for the role of Product Support Specialist!

Responsibilities of the Candidate:

• Provide day-to-day functional and technical software application support in a 24/7 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 prevent backlog.
• Follow work on hand prioritisation 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 a deep understanding and expertise in Cornerstone applications.
• Active engagement with the Knowledge base and forums, utilising 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 obligations

Requirements:

• 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 organised with understanding of processes, SLA's and tools used in product support ecosystem.
• Superior written and verbal communication skills.
• Customer-centric mindset, with a passion for helping customers and providing excellent customer service.
• Positive Attitude with the ability to think out of the box.
• Patient, Organised, Composed and a 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.