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The Product Support Specialist is part of the Global Customer Support Team, responsible for providing exceptional support for Cornerstone OnDemand products. Product Support Specialists engage with clients via telephone and electronic communication to resolve complex software questions and issues. This role demands a talented individual with a passion for educating clients, comprehensive problem-solving skills, and a strong commitment to customer service. Rotational remote on-call services may be required.

In this role, you will...

• Develop in-depth knowledge of Cornerstone’s solutions.

• Utilize all resources to document customer issues and resolutions accurately and efficiently.

• Provide multi-channel support to internal and external clients (telephone, email, and other online channels) to resolve technical and functional problems.

• Troubleshoot problems related to product applications, functions, installation, integration, and configuration.

• Handle all types of customer and business situations: assessing severity, impact, and documenting complex issues for escalation to more senior support specialists when needed.

• Ensure high customer satisfaction through prompt ticket handling, clear communication, and adherence to SLAs.

• Understand and follow processes and guidelines for case handling

• Collaborate with team members to achieve customer-focused objectives.

• Contribute to FAQs and update knowledge base articles based on your experience and knowledge.

• Be required to stay updated on new product features and functionality.

You’ve got what it takes if you have…

• 2+ years of prior professional experience in a customer support environment delivering outstanding customer service and working with HRIS, CRM or other Cloud Solution Suites

• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

• High commitment and proven analysis and troubleshooting skills background

• Adaptable team player capable of managing multiple priorities with changing timeframes.

• Ability to understand complex system workflows and the implications of actions within business processes or software systems.

• Ability to review the information at hand and make decisions with minimal guidance

• Highly organized with knowledge of customer support processes, SLAs, and tools.

• Effective listening skills and patience when working with customers.

• Excellent written and verbal communication skills with an ability to speak confidently and articulately with customers

• Ability to multitask effectively and work well under pressure interacting with clients under stressful circumstances

• Strong relationship-building skills and ability to coordinate with other teams for timely resolutions.

• Good understanding of SaaS, cloud computing, FTP, SSO, SMTP, HTML, etc.

• Consideration for privacy and security obligations

• Fluency in additional languages is welcomed.

Extra dose of awesomeness if you have...

• Fluency in Japanese

• Bachelor's degree in Computer Science or related experience and/or training

• Experience with relational databases

• Experience with Fiddler logs and Splunk is a plus.

• Experience with data feeds, API and data manipulation via Excel or similar tools

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, color, gender, age, sexual orientation, 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