Opportunity brief
We are looking for a Product Support Specialist (L1) to join our Global Customer Support team in Pune.
In this role, you will provide Level 1 functional and technical support to enterprise customers using Cornerstone's cloud-based SaaS products.
You will work directly with customers to understand, troubleshoot, and resolve product-related issues while ensuring excellent customer experience and adherence to defined SLAs.
This is an ideal opportunity for someone who enjoys technical troubleshooting, customer interaction, SaaS products, APIs, authentication, and problem-solving.
Key Responsibilities:
- Provide L1 functional and technical support for Cornerstone SaaS products in a 24×7 support environment.
- Investigate and troubleshoot customer-reported product and application issues.
- Troubleshoot issues related to product functionality, configuration, login, authentication, user access, and integrations.
- Analyze logs and technical information to identify the root cause of issues.
- Support API and integration-related troubleshooting where required.
- Manage customer cases through CRM/ticketing systems and ensure timely resolution in line with SLAs.
- Prioritize cases based on customer impact and business urgency.
- Communicate clearly with customers through email, phone, and CRM.
- Escalate complex issues to appropriate next-level support teams with proper technical analysis and documentation.
- Maintain accurate case notes, troubleshooting steps, and resolution details.
- Collaborate with global teams across different functions and time zones.
- Actively use knowledge bases, forums, and internal resources to improve product expertise.
- Complete and maintain required Cornerstone product certifications.
- Maintain a strong customer-centric approach and contribute toward high CSAT.
What We're Looking For:
- Bachelor's degree in Computer Science, IT, Engineering, or equivalent.
- 2–4 years of experience in Product Support, Technical Support, or Software Product Support.
- Experience supporting a B2B cloud-based SaaS product.
- Experience supporting enterprise customers, preferably US, UK, or other international customers.
- Hands-on experience troubleshooting customer-reported software/product issues.
- Experience with:
- Product functionality and configuration
- Login and authentication issues
- User access and permissions
- APIs and integrations
- Experience working with ticketing/CRM tools such as Salesforce, ServiceNow, Zendesk, Freshdesk, Jira, or similar.
- Strong understanding of SLA-driven support and ticket management.
- Excellent written and verbal communication skills.
- Strong analytical and problem-solving ability.
- Customer-centric attitude with patience and excellent listening skills.
- Ability to work effectively with global teams.
- Willingness to work in a 24×7 support environment, including US EST/PST night shifts.
Good to Have:
- Experience with SSO technologies such as SAML, OAuth, or OpenID Connect.
- Basic understanding of cloud computing.
- Basic knowledge of HTML, FTP, SMTP, and web technologies.
- Experience with SaaS-based enterprise applications.
- Exposure to API testing tools such as Postman.