Product Support Specialist

Cornerstone OnDemand; Pune District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Cornerstone OnDemand in India seeks a Product Support Specialist to provide Level 1 support for Cornerstone products, communicating with clients via CRM, phone, and email.

The role requires hands-on problem solving and a customer-centric mindset, able to educate clients on product usage and troubleshoot complex issues.

The team operates in a 24x7 environment, with US shifts, requiring strong ticket management, proactive communication, and global collaboration.

Qualifications

• Bachelor's degree in computer science or equivalent.
• 1-3 years of customer-facing application support experience.
• Experience in SaaS environment preferred.
• Hands-on debugging with access management and SSO.

Responsibilities

• 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 Cornerstones 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.

Skills

Access management

Single Sign-On (SSO)

Customer-facing support

Written and verbal communication

Education

Bachelor's degree in Computer Science

Tools

Salesforce

CRM

Knowledge base

Job description

The Product Support Specialist 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 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 Cornerstones 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...

• Bachelors 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).