Cornerstone onDemand Product Support Engineer in Pune, India
Please find the below JD
This is a high visibility individual contributor role in Frontline (L1) team and its purpose is to provide World Class Product Support over every customer interaction (case, call and chat), contributing towards Continuous Success of Legacy Saba Global Frontline Technical Support Operations and Deliverable. The role requires working in 24x7 shifts as per monthly roster to cover different customer time zones.
In this role you will…
Consistently deliver positive customer experience reflected over CSAT metrics
Continuous adherence with Cornerstone OnDemand and Support Process and Customer SLAs
Time bound Quality Analysis and Superior Customer Communication over Phone, Email, Chat and CRM
Regular quality updates until resolution 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 documentationKeep stakeholders timely appraised and share feedback
Active engagement with Legacy Saba Knowledge base and forums ensuring usage and contribution
Continuous learning and knowledge enhancement around Cornerstone OnDemand portfolio and associated technology
Consistently deliver aligning with set goals and beyond
Seamlessly collaborate and contribute towards inclusive success of Cornerstone OnDemand ecosystem
You’ve got what it takes if you have…
Bachelor’s degree in Computer Science or equivalent with 2+ years of relevant domain experience
Positive Attitude with Thinking without Box under every situation.
Strong customer orientation with superior written and verbal communication skills.
Strong hands-on Debugging, Analytical and Problem-Solving Skills.
Hands-on experience working on and debugging issues with access management, Single-Sign-On Integration, Identity
Provider (IdP) and Service Provider (SP) integration, SAML, SSL, ADFS etc is significant plus.
Prior experience and passion working in Technical Support role preferably with cloud-based product organization.
Highly organized with understanding of processes, SLA’s and tools used in product support ecosystem.
Multitask between priorities, retaining focus on timeliness and quality end results.
Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation.
Strong team player promoting and influencing positive team spirit towards inclusive success.
Extra Dose of Awesome if you have…
Core Java and SQL knowledge will have an added advantage.
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at email@example.com