Product Support Specialist

We re looking for aProduct Support Specialist This role is Office Based Pune OfficeGCS - Product Support Engineer L1 Night Shift US EST PST Hours Pune Office BasedThe 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 willProvide day to day functional and technical software application support in a 24x7 environment 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 obligationYou ve got what it takes if you haveBachelor s degree in computer science or equivalent with 1-3 years of customer facing application support experience Preferably SaaS environment Hands-on experience working on and debugging issues with access management Single-Sign-On etc Basic awareness about SaaS cloud computing FTP SSO SMTP HTML etc Highly organized with understanding of processes SLA s and tools used in product support ecosystem 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 The role requires working in 24x7 environment mostly US shifts Commute Supported by Cabs LI-OnsiteOur 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 Cornerstone powers the potential of organizations and their people to thrive in a changing world Cornerstone Galaxy the complete AI-powered workforce agility platform meets organizations where they are With Galaxy organizations can identify skills gaps and development opportunities retain and engage top talent and provide multimodal learning experiences to meet the diverse needs of the modern workforce More than 7 000 organizations and 100 million users in 180 countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing future-ready organizations and people today Check us out on and