We're looking for a Advanced Technical Support Specialist
This role is Remote, United StatesThe Advanced Technical Support Specialist is responsible for providing world-class support experiences to our enterprise customers. This role requires the individual to be trustworthy, collaborative, accountable, respectful, and innovative. They are responsible for resolving the most critical and complex issues with the Cornerstone product. The Specialist will utilize their knowledge, expertise, and exceptional soft skills to understand the customer and interpret their needs to ensure they are achieving maximum value from Cornerstone.
In this role you will…
- Respond to customer cases in line with service level objectives.
- Identify and resolve issues and proactively perform mitigation assessments to prevent issues from recurring.
- Approach each case with a goal of ensuring Cornerstone products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement.
- Research and replicate difficult configuration, compatibility or product defect issues and document the results of your investigation.
- Manage customer and internal communications with, both written and on calls.
- Drive full resolution of cases and escalated cases with limited oversight or direction.
- Act as a mentor and advisor to other members of the Global Technical Support Team
- Maintain an advanced understanding of the Cornerstone product portfolio, be the Subject Matter Expert.
- Create knowledge articles and lead knowledge sharing initiatives.
You’ve got what it takes if you have…
- Bachelor's degree in computer science, information systems, or equivalent experience required. Experience supporting LMS, HRIS, LXP, etc. is a plus
- Minimum of 5 years’ experience in a technical customer support role. Preferably with enterprise SaaS solutions.
- Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
- Experience leading major Enterprise incidents/situations using escalation Management guidelines to engage support, product managers, engineering teams and other teams.
- Ability to communicate technical information proficiently with internal and external stakeholders, including C-level executives and Engineering leaders.
- The ability to communicate confidently and clearly on conference calls, in meetings, and via email, at all levels of the organization is essential.
- Strong organizational skills with the ability to manage multiple tasks simultaneously.
- Customer focus and ownership, use of own initiative, and a proactive approach to work.
- Ability to facilitate conversations with large groups of remote people.
- Ability to maintain calm during stressful situations.
- Ability to translate technical incidents into business terms.
Our Culture:
Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.
Who We Are:
Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.
Total Rewards:
At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 57700 - 92300 USD.
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Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com.
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