Product Support Specialist | Hyderabad | US EST

Cornerstone Research; Hyderabad; On-site; INR 450,000 - 650,000; Full time

Job summary

Cornerstone OnDemand is seeking a Product Support Specialist in Hyderabad to provide Level 1 support for our SaaS applications, working in a 24x7 environment aligned to US EST. This role is office-based at the Hyderabad office.

You will troubleshoot client issues via CRM, phone and email, escalate when needed, and aim for high CSAT while expanding product knowledge and achieving Cornerstone certifications with global colleagues.

Qualifications

• Bachelor’s degree in computer science or equivalent with 1–3 years of customer-facing application support.
• Hands-on experience with access management and Single Sign-On.
• Familiar with SaaS, cloud concepts, FTP, SSO, HTML.
• Strong communication and process orientation.
• Willingness to work in a 24x7 US shift environment.

Responsibilities

• Provide 24x7 day-to-day software support in a SaaS environment with testing and troubleshooting.
• Ensure timely follow-up to meet SLA and CSAT targets.
• Communicate via CRM, phone, and email to avoid case aging.
• Triage and escalate issues to next-level support as needed.
• Pursue product certification and leverage knowledge base resources.

Skills

Customer facing

SaaS

Communication skills

Problem solving

Education

Bachelor’s degree in computer science or equivalent

Tools

Salesforce CRM

Single Sign-On

FTP

Job description

We're looking for a

Product Support Specialist | Hyderabad | US EST

This role is Office Based, Hyderabad Office

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)

Our 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:

At Cornerstone, we believe in AI that works in the service of people, amplifying their judgment to drive high-performing, future-ready organizations forward. Cornerstone Workforce AI™, the intelligence platform for workforce readiness, brings together workforce and labor market data into a proprietary Cornerstone People Graph™, translating signals into intelligence, targeting learning where it matters, developing critical skills, and surfacing hidden talent. Delivered as an open, enterprise platform across whatever application your people work in every day, Cornerstone Workforce AI is built for scale, security, and trust, with certified AI guardrails. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

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