Product Support Specialist - AP

Cornerstone; Pune District; On-site; INR 350,000 - 750,000; Full time

Job summary

Cornerstone in Pune is seeking a Product Support Specialist (L1) to provide Level 1 support for Cornerstone OnDemand products across APJ, EMEA and US shifts. You will assist clients via CRM, phone and email, guiding them through troubleshooting with patience and a customer-centric mindset.

The role emphasizes SLA adherence, timely case resolution, and collaboration with global teams. A CS/CS degree with 1–3 years of customer-facing SaaS support is preferred, with opportunities to obtain product

Qualifications

• Bachelor's degree in computer science or equivalent with 1–3 years of customer facing application support experience.
• Hands-on experience with access management and Single-Sign-On (SSO).
• Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML.
• Highly organized with understanding of SLAs and tools used in product support.
• Superior written and verbal communication skills.
• Customer-centric mindset with passion for helping customers.
• Positive attitude with ability to think outside the box.
• Patient, organized, composed and good listener.
• Strong analytical and problem-solving skills.
• Strong team player promoting positive team spirit and collaboration.
• Role requires working in a 24x7 environment across APJ, EMEA & North American shifts.

Responsibilities

• Provide day-to-day functional and technical software application support in a 24x7 environment to clients.
• Ensure timely follow-up on cases to meet SLA and CSAT.
• Communicate effectively via CRM, phone and email to prevent backlog.
• Prioritize high-impact cases and deliver timely resolutions.
• Engage next level support with proper triage and documentation.
• Aim for product certification under Cornerstone's program.
• Engage with knowledge base and forums to resolve issues.
• Deliver consistently and collaborate with global teams.
• Respect privacy and security obligations.

Skills

Customer facing

Analytical thinking

Strong communicator

Team player

Education

Bachelor's degree in computer science or equivalent

Job description

Product Support Specialist (L1) | APJ, EMEA & US Shifts | Pune

The Product Support Specialist 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 ( Across APJ, EMEA & North American Shifts)

#LI-Onsite