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Product Support Specialist

AT Cornerstone OnDemand
Cornerstone OnDemand

Product Support Specialist

Pune, India

OVERVIEW

The ProductSupport Engineer will play a critical role in providing technical assistancefor Cornerstone's Support customer base. As a member of CSOD Global CustomerSupport, Support Engineers provide real-time technical support on CornerstoneEnterprise products through e-mail and phone interactions with customers and byusing Cornerstone's internal incident tracking system. The fundamental goal ofthis position is to help our customers achieve success using our products .
In this role you will....

  • Develop a deep knowledge of Cornerstone's range of enterprise products
  • Thorough understanding of assigned customer's products and business objectives
  • Communicating with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in Cornerstone's software products, and maintaining effective customer relations

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Escalate & facilitate top-priority, production-critical issues to the appropriate teams for resolution.
  • Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer's business impact.
  • Resolve incidents and keep customers updated during the issue resolution process as per SLA's.
  • Create, and publish, internal and customer-facing knowledge base documentation to enhance customer engagement with Cornerstone's self-service options.
  • Serve as a customer advocate within Cornerstone organization.
  • Ensure customers can execute their business objectives through use of our application.

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

    • Knowledge of SQL programming (DML/DDL/joins).
    • Should have hands-on experience in debugging web-based applications
    • Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc.
    • Knowledge of Webservices Technologies like REST API/SOAP/ODATA is added advantage
    • Knowledge of Authentication Technologies like LDAP, SSO, OpenID, ADFS etc. is added advantage
    • Should have exposure in talking to client/end customers.
    • Strong customer service focus, good problem-solving skills, and excellent communication skills.
    • Excellent organizational skills with ability to grow and work in a team.
    • Graduation in Engineering / Sciences.
    • Minimum experience of 2-4 years, in application support is mandatory.
    • Comfortable to work in EST OR PST Shift.
    • Must be adaptable and have a strong disposition to learn in a fast-paced environment.
    #LI-Onsite

    Client-provided location(s): Pune, Maharashtra, India
    Job ID: CornerstoneOnDemand-req9754
    Employment Type: Other

    Perks and Benefits

    • Health and Wellness

      • Health Insurance
      • Health Reimbursement Account
      • Dental Insurance
      • Vision Insurance
      • Life Insurance
      • Short-Term Disability
      • Long-Term Disability
      • FSA
      • HSA
      • HSA With Employer Contribution
      • Pet Insurance
      • Mental Health Benefits
    • Parental Benefits

      • Birth Parent or Maternity Leave
      • Non-Birth Parent or Paternity Leave
      • Fertility Benefits
      • Family Support Resources
      • Adoption Leave
    • Work Flexibility

      • Flexible Work Hours
      • Remote Work Opportunities
      • Hybrid Work Opportunities
    • Office Life and Perks

      • Casual Dress
      • Snacks
      • Company Outings
      • On-Site Cafeteria
      • Holiday Events
    • Vacation and Time Off

      • Paid Vacation
      • Unlimited Paid Time Off
      • Paid Holidays
      • Personal/Sick Days
      • Leave of Absence
      • Summer Fridays
    • Financial and Retirement

      • 401(K) With Company Matching
      • Stock Purchase Program
      • Performance Bonus
      • Relocation Assistance
      • Financial Counseling
      • Profit Sharing
    • Professional Development

      • Tuition Reimbursement
      • Promote From Within
      • Work Visa Sponsorship
      • Leadership Training Program
      • Internship Program
      • Shadowing Opportunities
      • Access to Online Courses
    • Diversity and Inclusion

      • Employee Resource Groups (ERG)
      • Unconscious Bias Training
      • Diversity, Equity, and Inclusion Program