Product Support Specialist

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. What You Will Own Resolve how-do-I, configuration, and known-issue cases across every channel — web, Live Chat, phone — with the Agentforce copilot in the loop on every case. Hit the gates: expected throughput (ramp toward 2.8 cases/day) and positive customer sentiment, measured by Level AI iCSAT on 100% of interactions — not a sampled few. Live the 15-minute rule: stuck for 15, raise your hand — asking fast is a professional act, not a weakness. Offer live contact in the first touch (Connect Live); confirm resolution with the customer before closing (Earned Resolution). Escalate cleanly: complete notes, reproduction steps, customer context — the next person never re-asks the customer. Feed the knowledge loop: flag KB gaps and draft article stubs when you solve something undocumented. What You Bring 1–2 years customer-facing technical support or equivalent; genuine curiosity about how software works. Pod Foundations certification within 30 days — the gate to the queue — and current at every release. Clear written and spoken communication; calm under load; empathy that survives a bad day. Fluency with modern tooling: Salesforce hygiene, AI-assisted research, Live Chat pace. GATES: 30-day certification · throughput + positive iCSAT · progression to L2 at 45-day cert + sustained gates. IN YOUR CORNER Connect Live · Advocate · Relentless · Earned Resolution — every customer leaves knowing Cornerstone Support is in their corner.