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 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.

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.

Customer centric mindset, with passion for helping customers and providing excellent customer service.

The role requires working in 24x7 workplace (mostly US shifts)

Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. 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. As an industry leader, Cornerstone is helping approximately 7,000 organizations, 140M+ users, across 186 countries build continuous workforce readiness.

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📌 Product Support Specialist - Salesforce (Secunderabad)
🏢 Cornerstone OnDemand
📍 Secunderabad