Product Support Specialist

Cornerstone OnDemand is seeking a dedicated Product Support Specialist for their Pune, India office. This role is a permanent, full-time position requiring work within a 24x7 environment, primarily supporting US EST & PST time zones. As a Level 1 Product Support Specialist within the Global Customer Support team, you will provide essential support for Cornerstone OnDemand's SaaS products.

Your responsibilities will include acknowledging, analyzing, and resolving complex application software issues reported by clients via telephone and electronic communication (CRM). You will be instrumental in educating clients on product functionality, troubleshooting technical problems, and ensuring timely follow-up on assigned cases to meet Service Level Agreements (SLAs) and maintain high Customer Satisfaction (CSAT) scores. Effective communication over CRM (Salesforce), phone, and email is crucial to prevent case aging and backlog. You will also engage next-level support when necessary, document cases thoroughly, and actively utilize knowledge bases and forums.

To succeed in this role, you should possess a Bachelor's degree in Computer Science or a related field, coupled with 1-3 years of customer-facing application support experience, ideally in a SaaS environment. Hands-on experience with access management, Single-Sign-On (SSO), and a basic understanding of SaaS, cloud computing, FTP, SMTP, and HTML are required. You should be highly organized, possess superior written and verbal communication skills, and demonstrate a customer-centric mindset with a passion for problem-solving. A positive attitude, ability to think creatively, patience, and strong analytical skills are essential. While general infrastructure, hardware, network, or application support experience is not applicable, technical support, product support, or software support experience is highly valued. This is a mid-level position requiring a strong team player who can collaborate effectively with global colleagues while adhering to privacy and security obligations.