Junior Support Specialist

Global Customer Support - Intern | Pune | 11 Months Internship |

This role is part of the Global Customer Support Team, responsible for providing Level 1 support to clients on the Cornerstone OnDemand products. Product Support Engineer (Intern) 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

In this role you will

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

You've got what it takes if you have

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 24x7 environment (mostly US shifts)

#LI-Onsite

Compensation: Monthly Allowance + Shift Allowance + Cabs (Pick & Drop)

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 ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!

What We Do:

Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!