About the Role

Cornerstone OnDemand is seeking a Junior Support Specialist for a 12-month internship based in our Pune office. This position is part of the Global Customer Support Team and focuses on providing Level 1 support to clients using Cornerstone OnDemand products.

Key Responsibilities

• Deliver an exceptional customer experience, meeting or exceeding Customer Satisfaction (CSAT) metrics.
• Follow established support processes to meet Service Level Agreements (SLAs).
• Communicate effectively with customers via CRM (Salesforce), phone, and email.
• Provide timely updates until resolution to prevent backlog and case aging.
• Prioritize cases with high customer impact and ensure prompt resolution.
• Engage next-level support when required, ensuring proper triage and documentation.
• Utilize knowledge base and forums for problem-solving and resource sharing.
• Continuously enhance knowledge of Cornerstone OnDemand products and related technologies.
• Collaborate with team members to contribute to the overall success of the organization.
• Adhere to privacy and security guidelines.

Qualifications

• Bachelor’s degree in Computer Science or equivalent.
• Less than one year of customer-facing application support experience.
• Basic understanding of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.
• Excellent written and verbal communication skills.
• Customer-centric mindset with a passion for service excellence.
• Strong analytical and problem-solving abilities.
• Preferred: Familiarity with support workflows, CRM tools like Salesforce, and SLA-driven environments.
• Ability to work in a 24x7 environment, primarily US shifts.