Product Support Specialist

Responsibilities

• Provide Level 1 functional and technical software application support to clients in a 24x7 environment.
• Acknowledge, analyze, and resolve complex application software questions and troubleshoot issues via telephone and CRM (Salesforce).
• Ensure timely follow-up on assigned cases to meet Service Level Agreements (SLA) and maintain high customer satisfaction (CSAT).
• Perform functionality testing and triage cases for escalation to next-level support with proper documentation.
• Maintain product certification on Cornerstone applications to ensure deep subject matter expertise.
• Collaborate with global team members and actively engage with the internal knowledge base and forums.

Requirements

• Bachelor’s degree in Computer Science or an equivalent field.
• 1-3 years of customer-facing application support experience (SaaS environment preferred).
• Hands-on experience debugging access management and Single-Sign-On (SSO) issues.
• Basic knowledge of cloud computing, FTP, SMTP, and HTML.
• Ability to work US night shifts (EST & PST) in a 24x7 environment.
• Strong analytical, problem-solving, and verbal/written communication skills.
• Note: Experience must be in Technical/Product/Software support; Infrastructure, Hardware, or Network support will not be considered.

About the Company

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Through Cornerstone Galaxy, our AI-powered workforce agility platform, we help over 7,000 organizations and 100 million users worldwide identify skills gaps, retain top talent, and provide multimodal learning experiences.