Why you should apply for a job to Cornerstone OnDemand:
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Position summary
The Advanced Technical Support Specialist is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Advanced Technical Support Specialists work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex software questions and issues encountered in Cornerstone OnDemand’s applications. This position requires a talented individual who can passionately and patiently educate clients on how our product is designed to work and excels in comprehensive problem analysis, software support and customer service.
Essential Duties and Responsibilities
- Provide world-class multi-channel support to internal and external clients (telephone, email, etc.).
- Troubleshoot problems related to product applications, functions, integration, and configuration.
- Take ownership of complex or time critical support issues to ensure timely resolution and overall customer satisfaction.
- Clearly articulate problem definitions and resolution plans to customers.
- Develop, review, and update internal and customer facing knowledge base articles.
- Provide coaching and education to less senior support specialists.
- Collaborate with Operations, Engineering, and Product to solve system and software defects.
- Increase technical expertise via reading technical documentation, self-driven discovery of the product features and attending training sessions.
- Stay appraised of new product features and functionality.
- Perform after-hours/weekend on call duty periodically.
Qualifications & Experience
- Minimum of 3 years of experience in Customer Support, Professional Services or Software. Development required. Prior experience in Customer Support preferred.
- Experience with Learning, Human Capital, or Talent Management systems desired.
- Experience with any of the following: HTML/content development, Web APIs, data feeds, SSO, Fiddler logs, Splunk.
- Basic understanding of Microsoft SQL Server.
- Experience with Content Development is a plus.
- Flexibility, integrity, and creative problem-solving skills are needed.
- Excellent written and verbal communication skills with an ability to speak confidently and articulately.
- Ability to listen effectively and show empathy while working with customers.
- Ability to work independently while prioritizing and addressing multiple issues effectively.
- Fluency in French or Spanish is an asset.
What are Cornerstone OnDemand perks and benefits
Lactation facilities
Maternity leave coaching
Care-taking PTO
Sabbatical
Unconscious bias training
Networking
Succession planning
Diversity recruiting
Remote work policy
Part time policy
About the company
We are proud to be Cornerstars because we know that a few passionate people are capable of accomplishing big things and that small ideas can grow exponentially. Every individual has an innate desire to be their best and operate at their fullest potential. We believe that cultivating creativity and inspiring people to reach their full potential is the responsibility of both the ...
Why you should apply for a job to Cornerstone OnDemand:
