Product Support Specialist:
The Product Support Specialist 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. 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.
Where necessary,



time bound engagement of next level support with proper triage and case documentation.
Active engagement with Knowledge base and forums utilizing help channels/resources.
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.
Customer centric mindset, with passion for helping customers and providing excellent customer service.
The role requires working in 24x7 workplace (mostly US shifts).

📌 Support & Product Specialist (Pune Division)
🏢 Cornerstone OnDemand
📍 Pune Division