We're looking for a Product Support Specialist - EMEA & US Shift
This role is Office Based, Hyderabad Office
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.
In this role you will…
Provide day to day functional and technical software application support in a 24x7 setting to our clients including functionality testing and troubleshooting as needed.
Ensure proper, timely,



and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT).
Time-bound and superior customer communication over CRM (salesforce), phone and email to prevent case staleness/ageing and preventing 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, time bound engagement of 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 achieving deep understanding and expertise over Cornerstone applications.
Active engagement with Knowledge base and forums utilizing help channels/resources.
Consistently deliver aligning with set goals and beyond
Collaborate with team members from all around the world.
Consideration of privacy and security ob

📌 Product Support Specialist (Hyderabad)
🏢 Cornerstone OnDemand
📍 Hyderabad