Product Support Specialist - EMEA & US Shift

Product Support Specialist - L1 | Hyderabad | EMEA US Shift

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

• Provide day to day functional and technical software application support in a 24x7 environment to our clients including functionality testing and troubleshooting as needed.
• Ensure proper, timely, and ongoing follow‑up on assigned cases to meet service level agreements (SLA) and maintain high client satisfaction (CSAT).
• Time‑bound and superior customer communication over CRM (Salesforce), phone and email to prevent case staleness/ageing and prevent 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, engage next level support with proper triage and case documentation.
• Attain and maintain product certification on Cornerstone products in adherence with Cornerstone’s Product Certification Program and achieve deep understanding and expertise over Cornerstone applications.
• Active engagement with knowledge base and forums using help channels/resources.
• Consistently deliver aligned with set goals and beyond.
• Collaborate with team members from all around the world.
• Consider privacy and security obligations.

• Bachelor’s degree in computer science or equivalent with 1‑3 years of customer‑facing application support experience (Preferably SaaS environment).
• Hands‑on experience working on and debugging issues with access management, Single‑Sign‑On, etc.
• Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Highly organized with understanding of processes, SLAs and tools used in product support ecosystem.
• Superior written and verbal communication skills.
• Customer‑centric mindset, with passion for helping customers and providing excellent customer service.
• Positive attitude with ability to think out of the box.
• Patient, organized, composed and good listener, thoughtfully responding to any situation.
• Strong analytical and problem‑solving skills.
• Strong team player promoting and influencing positive team spirit towards inclusive success.
• Ability to work in a 24x7 environment (mostly US/EMEA shifts).

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