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 neededEnsure 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 6PM to 3AM shift only.

　　#LI-onsite