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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) workplace 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