Product Support Specialist - (SQL Exp Required ) - EMEA & US Shift

Cornerstone; Hyderabad; On-site; INR 500,000 - 800,000; Full time

Benefits offered by this job

Shift allowance

Transportation provided

Job summary

Cornerstone OnDemand is hiring a Product Support Specialist (L1) in Hyderabad to provide day-to-day functional and technical software support for our SaaS product. You will work 24x7 in a global team, handling cases via CRM (Salesforce), phone and email, while ensuring SLA adherence and high CSAT.

Ideal candidates have 1–3 years in customer-facing SaaS support, solid SQL skills, and strong communication. You will engage next-level support as needed and contribute to knowledge bases and product

Qualifications

• 1-3 years of customer facing application support experience, preferably in SaaS.
• Hands-on experience debugging issues with access management and Single-Sign-On.
• Highly organized with understanding of processes, SLAs and tools used in product support.
• Superior written and verbal communication skills.
• Customer centric mindset with passion for helping customers.

Responsibilities

• Provide day to day functional and technical software application support in a 24x7 environment to clients.
• Ensure proper follow-up on assigned cases to meet SLA and maximize CSAT.
• Time-bound and effective communication over CRM, phone and email to prevent backlog.
• Prioritize high-impact cases and deliver timely resolutions.
• Engage next level support with proper triage and documentation.
• Attain and maintain product certification on Cornerstone products.
• Engage with Knowledge base and forums to assist customers.
• Collaborate with team members worldwide.
• Consider privacy and security obligations.

Skills

SQL

Customer support

SaaS knowledge

CRM (Salesforce)

Problem solving

Communication

Team collaboration

Education

Bachelor's degree in computer science or equivalent

Tools

Salesforce

HTML

FTP

SSO

SMTP

Job description

Product Support Specialist (L1) | SQL Experience Required | EMEA & US Shifts | Hyderabad

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 wil

• 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)

Note : The incumbent would be eligible for a Shift Allowance and full transportation