Job Description Product Support Specialist (L1) | Night Shift - US | Pune
N nThe 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.
N n In this role you will
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- Provide day today functional and technical software application support in a 24x7 setting to our clients including functionality testing and troubleshooting as needed. N
- Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high (CSAT). N




- Time-bound and superiorcustomer communication over CRM (salesforce), phone and email to prevent case staleness/ageing and preventing backlog. N
- Follow work on hand prioritization while dealing with cases carrying high customer impact and deliver time bound resolution in line with customer expectations. N
- Where necessary, time bound engagement of next level support with proper triage and case documentation. N
- Attain and maintain product certification on Cornerstone products in adherence with Cornerstones Product Certification Program achieving deep understanding and expertise over Cornerstone applications. N
- Active engagement with Knowledge base and forums utilizing help channels/resources. N
- Consistently deliver aligning with set goals and beyond N
- Collaborate with team members from all around the world. N
- Consideration of privacy and security obligation. N

n n You've go

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