Product Support Specialist

About the role

Cornerstone is hiring a Product Support Specialist for its Global Customer Support team, working in a hybrid setup in Costa Rica. The role covers how-to, configuration and known-issue cases across web, Live Chat and phone, using the Agentforce copilot on every case. It is part of a new Costa Rica hub being built as part of the company's expansion in the region.

Key responsibilities

• Resolve how-to, configuration and known-issue cases across web, Live Chat and phone channels, with the Agentforce copilot assisting on each case.
• Aim for the expected throughput of around 2.8 cases per day and maintain positive customer sentiment measured by Level AI iCSAT on 100% of interactions.
• Offer live contact in the first touch (Connect Live) and confirm resolution with the customer before closing.
• Escalate cleanly by completing notes, reproduction steps and customer context so the next person does not have to ask the customer again.
• Flag knowledge base gaps and draft article stubs when solving undocumented issues.

Required profile

• 1-2 years of customer-facing technical support or equivalent experience.
• Genuine curiosity about how software works.
• Clear written and spoken communication, calm under load and empathetic.
• Pod Foundations certification within 30 days of hire, up to date at every release.

Required skills

• Fluency with modern tooling: Salesforce hygiene, AI-assisted research and Live Chat pace.
• Ability to meet the 30-day certification throughput and progress positively to L2 at 45 days.