Product Support Specialist - Night Shift | Pune

Product Support Engineer (L1) | Night Shift - US EST/+ PST | Pune

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. The role involves telephone and electronic communication (CRM) with clients to acknowledge, analyze, 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 clients on how our product is designed to work, excels in problem solving skills, has eagerness to learn, and brings a 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).
• Maintain time‑bound and superior customer communication over CRM (Salesforce), phone and email to prevent case staleness/ageing and avoid backlog.
• Prioritize work while dealing with high‑impact cases, delivering time‑bound resolution in line with customer expectations.
• Escalate to next level support with proper triage and case documentation when necessary.
• Attain and maintain product certification on Cornerstone products in accordance with the Cornerstone Product Certification Program, achieving deep understanding and expertise over Cornerstone applications.
• Actively engage with knowledge base and forums, utilizing help channels and resources.
• Consistently deliver while aligning with set goals and beyond.
• Collaborate with team members worldwide.
• Adhere to privacy and security obligations.

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

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