Product Support Specialist

GCS - Product Support Specialist (L1) | Night Shifts - US EST PST | SaaS Support Responsibilities Provide day-to-day functional and technical software application support in a 24x7 environment. Ensure proper, timely, and ongoing follow-up on assigned cases to meet SLAs and maintain high customer satisfaction (CSAT). Perform time‑bound and superior customer communication through CRM (Salesforce), phone, and e‑mail. Prioritize work‑on‑hand cases with high customer impact and deliver timely resolution. Engage next‑level support with proper triage and documentation when necessary. Maintain product certification on Cornerstone products and deepen expertise. Actively use the knowledge base, forums, and help channels/resources. Consistently deliver to set goals and beyond. Collaborate with team members worldwide. Observe privacy and security obligations. Qualifications Bachelor’s degree in computer science or equivalent. 1-3 years of customer‑facing application support experience, preferably in a SaaS environment. Hands‑on experience with access management, Single‑Sign‑On (SSO), and related issues. Basic awareness of SaaS, cloud computing, FTP, SSO, SMTP, HTML, and related technologies. Strong organizational skills with understanding of processes, SLAs, and support tools. Excellent written and verbal communication skills. Customer‑centric mindset and passion for providing excellent service. Positive attitude and ability to think out of the box. Patient, organized, composed, and a good listener, responding thoughtfully to any situation. Strong analytical and problem‑solving skills. Team player who promotes and influences positive team spirit toward inclusive success. Additional Requirements The role requires working in a 24x7 environment (mostly US shifts). Note: Experience in infrastructure, hardware, network, or application support is not considered; only experience in technical, product, or software support is applicable. #J-18808-Ljbffr