Product Support Specialist

Cornerstone OnDemand; Maharashtra; On-site; INR 450,000 - 650,000; Full time

Job summary

Cornerstone OnDemand is seeking a Product Support Specialist for the Pune office. This L1 role supports US EST/PST time zones in a 24x7 environment, handling client inquiries via CRM, phone, and email.

The ideal candidate has a background in SaaS support and a customer-centric mindset. Responsibilities include troubleshooting, case management, and collaboration with global teams to ensure timely resolutions and CSAT.

Qualifications

• 1–3 years of customer-facing application support experience (SaaS preferred).
• Hands-on debugging with access management and SSO.
• Basic knowledge of SaaS, cloud computing, FTP, HTML, SMTP.

Responsibilities

• Provide day-to-day L1 support in a 24x7 environment for Cornerstone products.
• Respond to clients via phone, email, and CRM to resolve issues and meet SLAs.
• Triage cases, document work, and escalate when needed.
• Maintain product certification and contribute to knowledge base.

Skills

Customer-facing support

SaaS awareness

Analytical thinking

Communication skills

Team player

Education

Bachelor’s degree in computer science

Tools

Salesforce

Job description

Product Support Specialist – Office Based, Pune Office

Product Support Engineer (L1) | Night Shift – US EST /+ PST | Pune

We’re looking for a Product Support Specialist. The Product Support Engineer is part of the Global Customer Support Team, responsible for Level 1 support to clients on the Cornerstone OnDemand products. The engineer works via telephone and electronic communication (CRM) with clients to acknowledge, analyze, 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 a 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 meet service level agreements (SLA) and maintain high client satisfaction (CSAT).
• Communicate with customers via CRM (Salesforce), phone and email to prevent case staleness/ageing and reduce backlog.
• Prioritize work on hand while dealing with cases carrying high customer impact and deliver time‑bound resolution in line with customer expectations.
• When necessary, engage the next level support with proper triage and case documentation.
• Attain and maintain product certification on Cornerstone products per the Product Certification Program, achieving deep understanding and expertise over Cornerstone applications.
• Actively engage with knowledge base and forums utilizing help channels/resources.
• Consistently deliver on set goals and exceed expectations.
• Collaborate with team members from around the world.
• Consider privacy and security obligations.

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 debugging issues with access management, Single‑Sign‑On, etc.
• Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Highly organized with understanding of processes, SLA’s and tools used in product support ecosystems.
• Superior written and verbal communication skills.
• Customer‑centric mindset, with passion for helping customers and providing excellent customer service.
• Positive attitude with ability to think out of the box.
• Patient, organized, composed, and a good listener, thoughtfully responding to any situation.
• Strong analytical and problem‑solving skills.
• Strong team player promoting and influencing positive team spirit toward inclusive success.
• The role requires working in a 24x7 environment (mostly US shifts).