Edtech.com's Summary

Cornerstone OnDemand is hiring a Product Support Specialist. The role provides first-line support to Cornerstone customers by phone, live chat, and case management, resolving how-to questions, configuration needs, and known issues from the Pune office. Specialists also escalate harder cases with full context and help grow the knowledge base for the global customer support team.

Highlights

Resolve how-do-I, configuration, and known-issue cases across web, Live Chat, and phone channels, working with the Agentforce copilot on every case.
Meet case throughput targets (ramping toward 2.8 cases per day) and keep customer sentiment positive, measured by Level AI iCSAT across every interaction.
Offer live contact on the first touch and confirm resolution with the customer before closing a case.
Escalate cases with complete notes, reproduction steps, and customer context so customers never have to repeat themselves.
Flag gaps in the knowledge base and draft article stubs when solving something undocumented.
Earn the Pod Foundations certification within 30 days, required before working the queue, and stay current at every release.
Bring 2+ years of customer-facing technical support or equivalent, with a basic understanding of SaaS applications, web technologies, and client-server architecture.
Troubleshoot access, authentication, configuration, and integration issues using documented processes, with familiarity with Single Sign-On, user provisioning, REST APIs, JSON/XML, and tools like Postman.
Use browser developer tools and log analysis to investigate errors; knowledge of file-based integrations, FTP/SFTP transfers, and data synchronization is preferred.
Communicate clearly in writing and speech, with fluency in Salesforce, AI-assisted research, and Live Chat; office-based in Pune.

Product Support Specialist Full Description

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. 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...

Resolve how-do-I, configuration, and known-issue cases across every channel — web, Live Chat, phone — with the Agentforce copilot in the loop on every case.
Hit the gates: expected throughput (ramp toward 2.8 cases/day) and positive customer sentiment, measured by Level AI iCSAT on 100% of interactions — not a sampled few.
Live the 15-minute rule: stuck for 15, raise your hand — asking fast is a professional act, not a weakness.
Offer live contact in the first touch (Connect Live); confirm resolution with the customer before closing (Earned Resolution).
Escalate cleanly: complete notes, reproduction steps, customer context — the next person never re-asks the customer.
Feed the knowledge loop: flag KB gaps and draft article stubs when you solve something undocumented.
Pod Foundations certification within 30 days — the gate to the queue — and current at every release.

You’ve got what it takes if you have...

2+ years customer-facing technical support or equivalent; genuine curiosity about how software works.
Basic understanding of SaaS applications, web technologies, and client-server architecture.
Familiarity with Single Sign-On (SSO), user provisioning, identity management, and authentication concepts.
Exposure to REST APIs, JSON/XML, HTTP status codes, and API testing tools such as Postman or similar solutions.
Ability to troubleshoot application access, authentication, configuration, and integration-related issues using documented processes.
Exposure to browser developer tools, log analysis, and error investigation techniques.
Understanding of file-based integrations, FTP/SFTP transfers, and data synchronization concepts is preferred.
Strong analytical and problem-solving skills with the ability to collect diagnostic information and accurately document findings.
Willingness to learn enterprise integrations, marketplace applications, email authentication technologies (SPF/DKIM), and migration-related support processes.
Clear written and spoken communication; calm under load; empathy that survives a bad day.
Fluency with modern tooling: Salesforce hygiene, AI-assisted research, Live Chat pace.

#LI-Onsite

This role is Office Based, Pune Office.

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. We are proud to be an EOE Protected Veterans/Disability workplace and an affirmative action employer. If you have a disability or special need that requires accommodation, please contact us at [email protected].

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Product Support Specialist

Edtech.com's Summary

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