Advanced Technical Support Specialist
United States (Remote)
Why you should apply for a job to Cornerstone OnDemand:
Ranked as one of the Best Tech Companies for Women in 2023
4.6/5 in overall job satisfaction
4.7/5 in supportive management
90% say women are treated fairly and equally to men
97% would recommend this company to other women
100% say the CEO supports gender diversity
We offer Wellbeing Days (paid days off during the months of July, August, and September) so our people can focus on their wellness.
The Cornerstone Family First Initiative is a one-time initiative covering reimbursement for some out-of-pocket fertility expenses.
Through Maven, we provide 100% free coaching and personalized support for those navigating mid-life and menopause.
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Position summary
ditional problems uncovered during each customer engagement.
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Research and replicate difficult configuration, compatibility or product defect issues and document the results of your investigation.
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Manage customer and internal communications with, both written and on calls.
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Drive full resolution of cases and escalated cases with limited oversight or direction.
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Act as a mentor and advisor to other members of the Global Technical Support Team
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Maintain an advanced understanding of the Cornerstone product portfolio, be the Subject Matter Expert.
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Create knowledge articles and lead knowledge sharing initiatives.
You have 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.
- Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
- Consideration for privacy and security obligations
Why you should apply for a job to Cornerstone OnDemand:
Ranked as one of the Best Tech Companies for Women in 2023
4.6/5 in overall job satisfaction
4.7/5 in supportive management
90% say women are treated fairly and equally to men
97% would recommend this company to other women
100% say the CEO supports gender diversity
We offer Wellbeing Days (paid days off during the months of July, August, and September) so our people can focus on their wellness.
The Cornerstone Family First Initiative is a one-time initiative covering reimbursement for some out-of-pocket fertility expenses.
Through Maven, we provide 100% free coaching and personalized support for those navigating mid-life and menopause.