About this role
Senior Product Support Specialist
Pune, India
We're looking for a Senior Product Support Specialist This role is Office Based, Pune Office
Senior Product Support Engineer | Night Shift - US EST
The Sr. Product Support Engineer is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand products. Senior Product Support Engineer works via telephone and electronic communication with clients to acknowledge, analyse, and resolve complex application software related questions and 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 environment to our clients including 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). 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) environment providing Software as a Service (SaaS) product offering 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/Articles). Superior written and verbal communication skills. Customer centric mindset, with passion for helping customers and providing excellent customer service. Positive Attitude with ability to thinking out of the box. Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation. Strong analytical and problem-solving skills. Strong team player promoting and influencing positive team spirit towards inclusive success. Ability to mentor and coach new/junior team members. GCS – Sr. Product Support Engineer (Sr L1) The Sr. Product Support Engineer is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand products. Senior Product Support Engineer works via telephone and electronic communication with clients to acknowledge, analyse, and resolve complex application software related questions and 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 environment to our clients including 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). 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) environment 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/Articles). Superior written and verbal communication skills. Customer centric mindset, with passion for helping customers and providing excellent customer service. Positive Attitude with ability to thinking out of the box. Patient, Organized, Composed and Good Listener, thoughtfully responding to any situation. Strong analytical and problem-solving skills. Strong team player promoting and influencing positive team spirit towards inclusive success. Ability to mentor and coach new/junior team members. The role requires working in 24x7 environment (mostly US shifts).
Our Culture:
Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.
Who We Are:
At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.
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Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. We are proud to be an EOE Protected Veterans/Disability workplace and an affirmative action employer.