The Product Specialist is part of the Global Customer Support Team, responsible for providing Level 1

　　Office Based Job and EST Time Zone (6PM to 3AM IST)

　　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 high

　　Attain and maintain product certification on Cornerstone products in adherence with Cornerstone’s Product Certification Program

　　Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options

　　Understand client’s business processes and help them understand how to configure Cornerstone applications to support their needs

　　Help to curate functionality information that can be turned into product

　　knowledgebase and documentation through accurate, reliable, and complete case activity updates

　　Collaborate with team members from all around the world

　　Consideration of privacy and security obligations

　　You’ve got what it takes if you have...

　　Bachelor's degree or commensurate professional experience in Science, Technologyor Engineering

　　2+ years’ experience in Customer Support or Technical Support. Experience inCloud/SaaS application support would be an asset

　　Customer centric mindset, with passion for helping customers and providingexcellent customer service

　　Fluency in English is a necessity while knowledge of any other language is a huge plus!

　　Excellent, professional, verbal (telephone) and written communicator with a coachingmentality

　　Strong collaborative skills that compliment your ability to work with both local andinternational team members

　　Ability to scope, analyze, resolve and record solution for clients’ complex issues andtranslate them into system functionality to help clients meet their needs with existingsystem features

　　Competence to grasp complex system workflows, to understand cause and effect foractions taken in a business process or software system. This skill is critical totroubleshooting issues to distinguish between user error and actual system defects

　　Ability to thoroughly document and articulate system behaviors, issues, workflowsand/or functionality in such a way that all users can easily understand

　　Familiar with support workflows and processes and experience working with CRMapplication like Salesforce, in a SLA driven ecosystem

　　Experience in a deadline-driven, fast-paced, high-growth environment preferred

　　Open to work in night shifts 6PM to 3AM shift only.

　　#LI-onsite

　　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 protected]