Junior Application Support Consultant

You will be part of the Global Customer Support Team at Cornerstone OnDemand, where you will be responsible for providing Level 1 support to clients using Cornerstone OnDemand products. Your main tasks will involve communicating with clients via telephone and electronic channels to address, analyze, and resolve application software related queries and troubleshoot issues they encounter. Your goal will be to consistently deliver a positive customer experience and meet Customer Satisfaction metrics. Your key responsibilities will include: - Adhering to Cornerstone OnDemand support process to meet Customer SLAs. - Providing timely and effective customer communication through CRM (Salesforce), phone, and email. - Providing regular quality updates until resolution to avoid case staleness and prevent backlogs. - Engaging next-level support when necessary, with proper triage, case documentation, and stakeholder communication. - Actively engaging with Knowledge base and forums to utilize help channels and resources effectively. To qualify for this role, you should have: - A Bachelor's degree in computer science or equivalent. - Less than a year of customer-facing application support experience. - Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc. - A customer-centric mindset with a passion for helping customers and delivering excellent customer service. Having familiarity with support workflows, processes, and experience with CRM applications like Salesforce in an SLA-driven ecosystem would be an added advantage. Please note that this role involves working in a 24x7 environment, mostly during US shifts. You will be part of the Global Customer Support Team at Cornerstone OnDemand, where you will be responsible for providing Level 1 support to clients using Cornerstone OnDemand products. Your main tasks will involve communicating with clients via telephone and electronic channels to address, analyze, and resolve application software related queries and troubleshoot issues they encounter. Your goal will be to consistently deliver a positive customer experience and meet Customer Satisfaction metrics. Your key responsibilities will include: - Adhering to Cornerstone OnDemand support process to meet Customer SLAs. - Providing timely and effective customer communication through CRM (Salesforce), phone, and email. - Providing regular quality updates until resolution to avoid case staleness and prevent backlogs. - Engaging next-level support when necessary, with proper triage, case documentation, and stakeholder communication. - Actively engaging with Knowledge base and forums to utilize help channels and resources effectively. To qualify for this role, you should have: - A Bachelor's degree in computer science or equivalent. - Less than a year of customer-facing application support experience. - Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc. - A customer-centric mindset with a passion for helping customers and delivering excellent customer service. Having familiarity with support workflows, processes, and experience with CRM applications like Salesforce in an SLA-driven ecosystem would be an added advantage. Please note that this role involves working in a 24x7 environment, mostly during US shifts.