Job Description
**Global Customer Support - Intern- Escalations Team**
This role is
part of the Global Customer Support Team, responsible for triaging incoming
customer support case escalations from internal stakeholders. The individual
will follow the standard operating procedures and playbooks for case escalation
triage.
**In this role you will...**
+ Monitor case escalation inbox and provide email acknowledgement responses to internal requestors.
+ Review case escalation email requests and ensure the required information is provided. If not, request appropriate details.
+ Create a case escalation in Salesforce CRM.
+ Ensure proper ownership and action are taken on case escalations.
+ Perform basic reporting on the volume and quality of case escalation requests.
**You've got what it takes if you have...**
+ 0-6 months experience into Product support.
+ Technical aptitude and willingness to learn.
+ High organizational skills and attention to detail.
+ Experience with customer service management software (Salesforce a plus).
+ Customer Service or Technical Support experience.
+ Proficient with Microsoft Office applications
+ Strong analytical and problem-solving skills.
+ Added Advantage-Familiar with support workflows and processes and experience working with CRM applications like Salesforce in an SLA-driven ecosystem.
+ The role requires working in a 24x7 environment (mostly US shifts).
+ Location - Pune MH (on-site)
\#LI-Onsite
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com
Job Tags
Work at office, Local area, Shift work,
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