About Cornerstone

Cornerstone believes human potential grows exponentially when AI works in service of people. Global Customer Support is where that promise is kept - one customer, one case, one conversation at a time.

At Cornerstone, we're passionate about helping organizations unlock the full potential of their people. Our customers rely on our technology to develop talent, build skills, and drive business success. Delivering exceptional customer experiences is at the heart of everything we do.

Our Global Customer Support team plays a critical role in bringing that commitment to life. We are relentlessly customer-obsessed, focused not only on resolving issues but also on building trust, driving engagement, and ensuring customers realize the full value of their Cornerstone solutions. We believe every customer interaction is an opportunity to make a meaningful difference, strengthen relationships, and help our customers succeed.

We're looking for individuals who share our passion for delivering exceptional service, embrace innovation and AI-powered technology, and take pride in making every customer interaction count.

The Role

As a Product Support Specialist (Level 1), you will be the first point of contact for Cornerstone customers, providing timely, effective, and personalized technical support.

Working in a collaborative, AI-enabled support environment, you will leverage innovative tools, including AI-powered technology, to troubleshoot issues, resolve customer inquiries, and deliver exceptional support experiences. Beyond resolving technical challenges, you'll help customers confidently use our solutions, drive product engagement, and realize greater value from their Cornerstone investment.

This is an opportunity to develop your technical expertise, embrace emerging AI technologies, and build a career in customer support while making a meaningful impact on customer success.

In This Role You Will...

• Deliver exceptional customer support across web, live chat, and phone, ensuring every interaction reflects our commitment to customer satisfaction and success.
• Troubleshoot and resolve product functionality, configuration, and technical issues while providing clear, timely, and effective solutions.
• Leverage AI-powered tools, including Salesforce Agentforce, to accelerate troubleshooting, improve productivity, and enhance the customer experience.
• Help customers maximize the value of Cornerstone solutions by sharing product knowledge, best practices, and guidance that encourages adoption and engagement.
• Take ownership of customer inquiries from initial contact through resolution, proactively communicating updates and ensuring customer satisfaction.
• Collaborate with internal teams to escalate complex issues, providing clear documentation and customer context to ensure seamless resolution.
• Meet established productivity, quality, and customer satisfaction goals while continuously identifying opportunities to improve the support experience.
• Build product expertise through training, certifications, and ongoing learning while contributing to our knowledge base and sharing insights with the team.

You've Got What It Takes If You...

• Have 1-2 years of experience in technical support, customer service, SaaS support, or a similar customer-facing role, or equivalent relevant experience.
• Are passionate about delivering exceptional customer experiences and helping customers succeed.
• Have strong problem-solving skills, technical curiosity, and a willingness to learn new software and technologies.
• Communicate clearly and empathetically, with the ability to explain technical concepts in a simple, customer-friendly way.
• Are comfortable using AI-powered tools and modern technology to work more efficiently and deliver better customer outcomes.
• Thrive in a fast-paced, collaborative environment and can manage multiple priorities while maintaining attention to detail.
• Take ownership of your work, embrace feedback, and are motivated to continuously develop your skills and product knowledge.