Senior Product Support Specialist

Job Description

As a Senior Product Support Specialist at Cornerstone OnDemand, you will be part of the Global Customer Support Team, providing assistance to clients regarding the Cornerstone OnDemand products. Your role involves handling complex application software related questions and issues through telephone and electronic communication. You will need to educate clients on how the product is designed to work, demonstrate excellent problem-solving skills, and maintain a customer-centric mindset.Key Responsibilities:- Provide day-to-day functional and technical software application support to clients, including testing and troubleshooting as required.- Ensure timely follow-up on assigned cases to meet service level agreements (SLA) and maintain high client satisfaction.- Prioritize work based on customer impact and deliver timely resolutions in line with expectations.- Develop deep technical expertise across Cornerstone OnDemands enterprise product suite.- Assess severity of customer situations and escalate when necessary.- Contribute actively to knowledge base and forums.- Mentor, coach, and train support engineers.- Collaborate with team members globally.- Uphold privacy and security standards.Qualifications Required:- Bachelors degree in computer science or equivalent with 3 years of technical support experience in an enterprise-level (B2B) environment.- Ability to understand complex technical system workflows and troubleshoot effectively.- Highly organized with knowledge of support processes and tools.- Excellent documentation and communication skills.- Customer-centric mindset with a passion for providing excellent service.- Positive attitude, creativity, and strong problem-solving skills.- Ability to work in a 24x7 environment.About Cornerstone OnDemand:Cornerstone OnDemand powers organizations and their people to thrive in a dynamic world. Their AI-powered workforce agility platform, Cornerstone Galaxy, helps organizations identify skills gaps, engage top talent, and provide diverse learning experiences. With over 7,000 organizations and 100 million users worldwide, Cornerstone OnDemand is dedicated to building high-performing, future-ready organizations and individuals. As a Senior Product Support Specialist at Cornerstone OnDemand, you will be part of the Global Customer Support Team, providing assistance to clients regarding the Cornerstone OnDemand products. Your role involves handling complex application software related questions and issues through telephone and electronic communication. You will need to educate clients on how the product is designed to work, demonstrate excellent problem-solving skills, and maintain a customer-centric mindset.Key Responsibilities:- Provide day-to-day functional and technical software application support to clients, including testing and troubleshooting as required.- Ensure timely follow-up on assigned cases to meet service level agreements (SLA) and maintain high client satisfaction.- Prioritize work based on customer impact and deliver timely resolutions in line with expectations.- Develop deep technical expertise across Cornerstone OnDemands enterprise product suite.- Assess severity of customer situations and escalate when necessary.- Contribute actively to knowledge base and forums.- Mentor, coach, and train support engineers.- Collaborate with team members globally.- Uphold privacy and security standards.Qualifications Required:- Bachelors degree in computer science or equivalent with 3 years of technical support experience in an enterprise-level (B2B) environment.- Ability to understand complex technical system workflows and troubleshoot effectively.- Highly organized with knowledge of support processes and tools.- Excellent documentation and communication skills.- Customer-centric mindset with a passion for providing excellent service.- Positive attitude, creativity, and strong problem-solving skills.- Ability to work in a 24x7 environment.About Cornerstone OnDemand:Cornerstone OnDemand powers organizations and their people to thrive in a dynamic world. Their AI-powered workforce agility platform, Cornerstone Galaxy, helps organizations identify skills gaps, engage top talent, and provide diverse learning experiences. With over 7,000 organizations and 100 million users worldwide, Cornerstone OnDemand is dedicated to building high-performing, future-ready organizations and individuals.

Keyskills :
Technical SupportCloud ComputingCustomer ServiceCommunication SkillsMentoringAnalytical SkillsSoftware as a Service SaaSProblemSolving