Junior Support Specialist

Cornerstone is hiring for the role of Junior Support Specialist!

Responsibilities of the Candidate:

• Consistently deliver a positive customer experience reflected over Customer Satisfaction metrics (CSAT)
• Adhere continuously to Cornerstone OnDemand support processes to achieve Customer SLAs
• Handle time-bound and superior customer communication over CRM (Salesforce), phone, and email
• Provide regular quality updates until resolution to prevent case staleness/aging and backlog
• Prioritize and manage cases with high customer impact, ensuring timely resolution as per expectations
• Engage with next-level support teams when required with proper triage and case documentation, keeping stakeholders informed
• Actively use knowledge base and internal resources to resolve customer queries
• Continuously learn and enhance knowledge around Cornerstone OnDemand product portfolio and related technologies
• Deliver goals consistently and go beyond expectations
• Collaborate effectively to contribute to the success of the Cornerstone OnDemand ecosystem
• Ensure consideration of privacy and security obligations

Requirements:

• 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 a passion for helping customers and delivering excellent service
• Strong analytical and problem-solving skills
• Familiarity with support workflows and processes and experience working with CRM applications like Salesforce (added advantage)
• Familiarity with SLA-driven environments (added advantage)
• Willingness to work in a 24x7 environment (mostly US shifts)