Advanced Technical Support Specialist

We're looking for a Advanced Technical Support Specialist This role is Remote

Job Title: Advanced Technical Support Specialist

Job Description

The 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, 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 Customer 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’ve got…

• Bachelor's degree in computer science, information systems, or equivalent experience required. Experience supporting LMS, HRIS, LXP, etc. is a major 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.
  
  

Total Rewards

At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal.

The base salary range for this position is: $57700 - $92300 USD

In addition to competitive base pay, the compensation package for this role may include other incentives like bonus or commission, along with a generous benefits package. Additional base pay may be available if you reside in a high-cost metro area (New York City or San Francisco Bay Area).

This range reflects the minimum and maximum salary for this position. Where an individual’s pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.

Our Culture

Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!

What We Do

Cornerstone is apremier people development company. We believe people can achieve anything whenthey have the right development and growth opportunities. We offerorganizations the technology, content, expertise and specialized focus to helpthem realize the potential of their people. Featuring comprehensive recruiting,personalized learning, modern training content, development-driven performancemanagement and holistic employee data management and insights, Cornerstone’speople development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

Check us out on LinkedIn , Comparably , Glassdoor , and Facebook !

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 .