Junior Engineer

Junior Engineer - Global Customer Support

Cornerstone is seeking a passionate and customer-focused Junior Engineer to join our Global Customer Support Team in Pune, Maharashtra.

About the Role:

As a Frontline Engineer, you will be the first point of contact for Cornerstone OnDemand clients, providing Level 1 technical support via phone and digital platforms. You will troubleshoot software issues, answer product inquiries, and guide clients on product functionality.

Key Responsibilities:

• Deliver exceptional customer experiences, contributing to high CSAT scores.
• Adhere to support protocols and meet established service level agreements (SLAs).
• Communicate effectively with clients through Salesforce, phone, and email.
• Provide regular case updates and prioritize issues based on client impact.
• Escalate complex cases efficiently with thorough documentation.
• Utilize internal knowledge bases and support resources for troubleshooting.
• Continuously learn and deepen your understanding of the Cornerstone OnDemand product suite.
• Collaborate effectively with the team and uphold Cornerstone's values.
• Maintain awareness of data privacy and security responsibilities.

Qualifications:

• Bachelor's degree in Computer Science or a related field.
• Up to one year of experience in client-facing application support.
• Basic knowledge of SaaS concepts, cloud technologies, FTP, SSO, SMTP, HTML, etc.
• Strong written and verbal communication skills.
• Excellent analytical and troubleshooting abilities.
• (Preferred) Experience with CRM platforms like Salesforce and familiarity with SLA-driven support environments.
• Willingness to work in a 24×7 rotational schedule, primarily aligned with US time zones.

Location: On-site in Pune, Maharashtra.

Qualifications

Required:

• Bachelor's degree in Computer Science or a related field.
• Up to one year of experience in client-facing application support.
• Basic understanding of SaaS concepts, cloud technologies, FTP, SSO, SMTP, and HTML.
• Excellent written and verbal communication skills.
• Strong analytical and troubleshooting abilities.
• A customer-centric mindset with a dedication to providing exceptional service.

Preferred:

• Experience with CRM platforms such as Salesforce.
• Familiarity with SLA-driven support environments.

Additional Requirements:

• Willingness to work in a 24x7 rotational schedule, primarily aligned with US time zones.
• Location: On-site in Pune, Maharashtra.

Key Responsibilities:

• Provide Level 1 Technical Support: Address client inquiries and resolve software-related issues via phone, email, and CRM platforms (e.g., Salesforce).
• Ensure Customer Satisfaction: Deliver prompt and effective solutions, consistently exceeding customer expectations and contributing to high CSAT scores.
• Adhere to Service Level Agreements (SLAs): Manage cases efficiently, prioritizing urgent issues and meeting established response and resolution times.
• Collaborate with Team Members: Work effectively within a team environment, sharing knowledge and contributing to a positive and supportive atmosphere.
• Escalate Complex Cases: Identify and escalate complex issues to senior engineers, providing thorough documentation and ensuring seamless handoff.
• Continuously Learn and Grow: Actively engage in product training and knowledge development to deepen understanding of Cornerstone OnDemand solutions.
• Maintain Data Security: Adhere to all data privacy and security protocols, handling sensitive information responsibly and ethically.

Cornerstone Junior Engineer Hiring Workflow

1. Application Screening:

• AI-powered resume parsing analyzes applications for relevant keywords and qualifications.
• Human recruiters review shortlisted resumes based on experience, skills, and cultural fit.

2. Online Assessment:

• Candidates complete a technical assessment testing their knowledge of SaaS concepts, cloud technologies, and troubleshooting skills.
• A situational judgment test evaluates their problem-solving and customer service aptitude.

3. Video Interview:

• Top candidates participate in a pre-recorded video interview assessing their communication skills and understanding of the role.

4. Phone Interview:

• Human recruiters conduct phone interviews to delve deeper into candidates' experience, motivations, and technical abilities.

5. On-site Interview:

• Finalists participate in a face-to-face interview with the hiring manager and team members, focusing on behavioral questions, technical challenges, and cultural alignment.

6. Reference Checks:

• Successful candidates undergo reference checks to verify their past performance and work ethic.

7. Offer & Onboarding:

• Selected candidates receive a formal job offer and participate in a comprehensive onboarding program.

About Cornerstone

Cornerstone OnDemand is a global leader in cloud-based learning and talent management solutions. We empower organizations of all sizes to build a thriving workforce by providing innovative software that helps them recruit, develop, engage, and retain top talent.

Our mission is to help people reach their full potential. We believe that everyone deserves access to opportunities for growth and development, and we are committed to providing our clients with the tools they need to create a more inclusive and equitable workplace.

With a global presence and a passionate team of experts, Cornerstone is dedicated to delivering exceptional customer experiences and driving positive impact for our clients and their employees.