Product Support Specialist - Night Shift

Cornerstone; Pune District; On-site; INR 500,000 - 900,000; Full time

Job summary

Cornerstone is seeking a Product Support Engineer (L1) for the Pune office to provide day-to-day support for Cornerstone OnDemand products in a 24x7 US shift environment.

The role requires a 1–3 year background in customer-facing application support, with hands-on experience in access management and SSO, plus strong communication and problem-solving skills.

Qualifications

• Bachelor's degree in computer science or equivalent; 1–3 years of customer-facing application support experience (SaaS preferred).
• Hands-on experience debugging issues with access management and Single Sign-On (SSO).
• Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML.
• Superior written and verbal communication skills.
• Customer-centric mindset with passion for helping customers and providing excellent service.
• Willingness to work in a 24x7 environment (US shifts).

Responsibilities

• Provide day-to-day functional and technical software support in a 24x7 environment.
• Ensure timely follow-up on cases to meet SLAs and CSAT.
• Communicate effectively via CRM, phone, and email to prevent backlog.
• Triage and engage next-level support as needed.
• Pursue product certification and stay updated with Cornerstone products.
• Collaborate with global team members and adhere to privacy and security obligations.

Skills

Customer support

Troubleshooting

Communication

Access management

Single Sign-On

Problem solving

Education

Bachelor's degree in computer science

Tools

Salesforce

FTP

HTML

Job description

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

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 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)

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