Cornerstone Hiring Junior Support Specialist Intern (Pune) | ₹3-5 LPA

Junior Support Specialist Intern

This position is part of the Global Customer Support team and focuses on delivering Level 1 assistance for Cornerstone OnDemand products. The role involves interacting with clients through phone and electronic communication channels such as CRM systems to acknowledge issues, analyze concerns, and resolve application related queries.

The specialist helps troubleshoot software problems and guides customers on how the product functions. The role requires patience, a customer focused mindset, and a willingness to continuously learn about the product and its related technologies.

Key Responsibilities

• Deliver positive customer experiences measured through Customer Satisfaction (CSAT) metrics.
• Follow Cornerstone OnDemand support processes to meet customer service level agreements.
• Provide timely communication with customers using CRM tools such as Salesforce, as well as phone and email.
• Maintain regular case updates until resolution to prevent case aging or backlog.
• Prioritize cases effectively, especially those with high customer impact, and resolve them within defined timelines.
• Engage higher level support teams when needed, ensuring proper triage and documentation.
• Utilize knowledge bases, forums, and other support resources to address issues.
• Continuously develop knowledge of the Cornerstone OnDemand product suite and related technologies.
• Collaborate with internal teams and contribute to the overall success of the support ecosystem.
• Maintain awareness of privacy and security obligations while handling customer issues.

Requirements

• Bachelor’s degree in Computer Science or an equivalent field.
• Less than one year of customer facing application support experience.
• Basic understanding of SaaS concepts, cloud computing, FTP, SSO, SMTP, and HTML.
• Strong written and verbal communication abilities.
• Customer focused mindset with interest in delivering quality support.
• Analytical thinking and troubleshooting skills.
• Familiarity with support workflows or CRM platforms such as Salesforce is considered an advantage.
• Ability to work in a 24x7 support environment, primarily aligned with US shifts.