Junior Support Specialist Full Time

About Company

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 140 million users in 186 countries use Cornerstone Galaxy to build high-performing, future-ready organizations and people today. Visit: www.cornerstoneondemand.com.

Job Overview

This role is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products. Frontline Engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyse, and resolve application software related questions and troubleshoot issues encountered in applications. This position requires an individual, who can passionately and patiently educate our clients on, how our product is designed to work, and has problem solving skills, eagerness to learn and customer centric mindset.

Roles & Responsibilities

• Consistently deliver positive customer experience reflected over Customer Satisfaction metrics (CSAT).
• Continuous adherence with Cornerstone OnDemand support process to achieve Customer SLAs.
• Time-bound and superior customer communication over CRM (salesforce), Phone and Email.
• Regular quality updates until resolution to prevent case staleness/aging and preventing a 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 documentation, keep stakeholders timely appraised and share feedback.
• Active engagement with Knowledge base and forums utilizing help channels/resources.
• Continuous learning and knowledge enhancement around Cornerstone OnDemand product portfolio and associated technology.
• Consistently deliver aligning with set goals and beyond.
• Seamlessly collaborate and contribute towards the inclusive success of Cornerstone OnDemand ecosystem.
• Consideration of privacy and security obligations.

Qualification & Skills

• Bachelor’s degree in computer science or equivalent with less than a year of customer facing application support experience.
• Basic awareness about SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Superior written and verbal communication skills.
• Customer centric mindset, with passion for helping customers and providing excellent customer service.
• Strong analytical and problem-solving skills.
• Added Advantage – Familiar with support workflows and processes and experience working with CRM application like Salesforce, in SLA driven ecosystem.
• The role requires working in 24×7 environment (mostly US shifts).
• Location – Pune MH (on-site)