Product Support Specialist | Hyderabad | US EST

Cornerstone OnDemand; Hyderabad; On-site; INR 500,000 - 700,000; Full time

Job summary

Cornerstone OnDemand in Hyderabad is seeking a Product Support Specialist to provide Level 1 support for Cornerstone products via CRM, phone, and email. You will troubleshoot issues, educate clients, and ensure timely resolutions in a 24x7 US-shift environment.

The role requires a Bachelor’s in CS with 1–3 years of customer-facing SaaS support, familiarity with access management (SSO) and basic SaaS concepts, plus strong communication and organizational skills.

Qualifications

• 1–3 years of customer-facing application support experience (SaaS preferred).
• Basic familiarity with SaaS, cloud computing, FTP, SSO, SMTP, HTML.
• Highly organized with understanding of SLAs and product support tools.
• Strong written and verbal communication, customer-centric mindset.
• Willingness to work in a 24x7 environment (primarily US shifts).

Responsibilities

• Provide day-to-day Level 1 support via CRM, phone and email in a 24x7 environment.
• Maintain timely follow-ups to meet SLAs and CSAT targets.
• Triaging, and escalating to next level support when needed with proper documentation.
• Engage with knowledge base and forums; contribute to case resolution.
• Collaborate with global teams and maintain privacy and security obligations.

Skills

Customer facing

Communication skills

Problem-solving

Analytical thinking

Team player

Patient

Organized

Education

Bachelor’s degree in computer science

Tools

Salesforce CRM

SSO / access management tooling

Job description

Product Support Specialist | Hyderabad

This role is Office Based, Hyderabad Office

The Product Support Engineer 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 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.