We're looking for a
Product Support Engineer (Pune, India)
This is an individualcontributor role reporting to the Product Support Manager. This is a highvisibility role in Frontline (L1) team and its purpose is to provide WorldClass Product Support over every customer interaction (case, calland chat),contributing towards Continuous Success of Legacy Saba Global Frontline TechnicalSupport Operations and Deliverable. The role requires working in 24x7 shifts asper 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 ifyou have…
- Core Java and SQL knowledge will have an added advantage.
Our Culture
Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people are asked to describe the team, the answer is always the same: smart, cool, dependable, and visionary. We're always on the lookout for new, curious and capable people who can help us achieve our goal. So if you want to work for a friendly, global and innovative company, we'd love to meet you!