Customer Support Specialist for Product Solutions - Cornerstone OnDemand : Job Details

Role Overview:

The Customer Support Specialist for Product Solutions is dedicated to delivering exceptional support experiences to our clients. We are seeking an individual who embodies trustworthiness, collaboration, accountability, respect, and innovation. In this role, you will resolve customer-reported issues related to the Cornerstone Galaxy product suite, ensuring they derive maximum value from our solutions.

Key Responsibilities:

• Respond to customer inquiries in line with service level objectives.
• Triage and effectively address issues as a frontline support team member.
• Elevate complex cases following established protocols for higher-level support.
• Thoroughly investigate underlying or additional problems uncovered during customer interactions.
• Research and replicate challenging configuration, compatibility, or product issues, documenting your findings.
• Manage customer communications with high-quality written responses and phone calls.
• Maintain a strong understanding of the Cornerstone Galaxy product portfolio.
• Create knowledge articles and utilize support tools effectively.

Qualifications:

• Bachelor's degree in computer science, information systems, or equivalent experience.
• A minimum of 3 years' experience in a customer support role, ideally with enterprise SaaS solutions.
• Experience with LMS, LXP, HRIS systems is a plus.
• Familiarity with APIs, SSO, and HTTP(S) debugging is advantageous.
• Outstanding written and verbal communication skills, with the ability to convey technical concepts clearly.
• Confidence in communicating across all organizational levels, both in meetings and via email.
• Strong organizational skills to manage multiple tasks simultaneously.
• Empathetic and customer-centric approach.
• Ability to maintain composure in high-pressure situations.

At Cornerstone OnDemand, we are committed to diversity and inclusivity in our workplace. All qualified applicants will receive consideration for employment without regard to race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class in accordance with applicable laws. If you require accommodation due to a disability or special need, please reach out to us at [email protected].

Our office is located at [insert precise work address here].