Product Support Specialist

Luna Bearings; Hyderabad; On-site; INR 350,000 - 650,000; Full time

Job summary

Luna Bearings in Hyderabad is seeking a Product Support Specialist to join our Global Customer Support Team. You will provide Level 1 support for Cornerstone OnDemand products via CRM, phone, and email, diagnosing issues and guiding clients through resolutions.

Ideal candidates hold a CS degree with 1–3 years of SaaS support experience, strong communication, and a customer-centric mindset. You will work US shifts in a 24x7 environment, collaborate with global teams, and develop product knowledge

Qualifications

• Bachelor's degree in computer science or equivalent; 1–3 years in customer-facing application support.
• Hands-on experience debugging access management and SSO issues.
• Familiarity with SaaS, cloud computing, HTML, FTP and SMTP protocols.
• Strong written and verbal communication; customer-centric mindset.
• Ability to work in a 24x7 environment with US shift coverage.

Responsibilities

• Provide 24x7 functional and technical software support, including testing and troubleshooting.
• Ensure timely follow-up on cases to meet SLA and CSAT targets.
• Communicate with clients via CRM (Salesforce), phone and email to prevent backlog.
• Prioritize cases with high impact and deliver timely resolutions.
• Engage next-level support with proper triage and documentation.
• Maintain product knowledge and certifications for Cornerstone products.
• Leverage knowledge bases and forums to assist customers.
• Collaborate with global teams to reach common goals.
• Respect privacy and security obligations.

Skills

Customer service

Communication skills

Problem solving

Team player

Organization

Analytical thinking

Education

Bachelor's degree in computer science or equivalent

Tools

Salesforce CRM

Single Sign-On (SSO)

HTML

FTP

SMTP

Job description

Product Support Specialist | Hyderabad

The Product Support Engineer is part of the GlobalCustomer Support Team, responsible for providing Level 1 support to clients onthe Cornerstone OnDemand products. Product Support Engineer works via telephoneand electronic communication (CRM) with clients to acknowledge, analyse, andresolve complex application software related questions and troubleshoot issuesencountered in applications. This position requires a hands-on individual, whocan passionately and patiently educate our clients on, how our product isdesigned to work, and excels in problem solving skills, has eagerness to learnand 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 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 obligation.

You've got what it takes if you have

• Bachelor'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)

#LI-Onsite