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Senior Product Support Specialist | Hyderabad | EMEA & Night Shift:This role isOffice Based, Hyderabad Office

Sr. Product Support Specialist (Sr L1) | Hyderabad | EMEA & Night Shift

In this role you will
- Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
- Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations.
- Gain and maintain deep technical expertise across Cornerstone OnDemand’s enterprise product suite to accurately respond to product behaviour questions and challenge.
- Handle all types of customer and business situations: assessing severity, impact, and escalating to management when appropriate.
- Active contribution towards Knowledge base and forums/channels.
- Mentor, coach and/or train support engineers as part of knowledge transfer process.
- Consistently deliver aligning with set goals and beyond




- Collaborate with team members from all around the world.
- Consideration of privacy and security obligation.

You've got what it takes if you have

Bachelor’s degree in computer science or equivalent with 3+ years of technical support experience client facing IT role in an enterprise-level (B2B) setting providing Software as a Service (SaaS) product offerings in the cloud.
- Ability to grasp complex, technical system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defect.
- Highly organized with understanding of processes, SLA's and tools used in product support ecosystem.
- Ability to accurately document and concisely articulate system behaviours, issues, workflows and/or functionality for a variety of audiences ranging from basic users to technical team (Knowledge Base/Articl

📌 Senior Product Support Specialist Hyderabad Emea
🏢 Cornerstone OnDemand
📍 Hyderabad