Job Description

In this role you will…
+ Assisting with CX activities such as developing in product messaging, managing our help center, and proactive client messaging
+ Effectively resolve customer enquiries in a considerate and timely manner
+ Compose thoughtful, personalized responses for a variety of customer requests
+ Mentor and assist junior team members with bugs, customer requests, webinars and product solutioning
+ Manage your own escalations
+ You independently identify, reproduce, and document bugs accurately for the engineering teams
+ Troubleshoot data issues at the Database Level
+ Implement new PiiQ Clients
+ Assist the Product and Development teams by testing new features and bug fixes
+ Executes initiatives under one or more functional areas under the supervision of your Lead
+ Make active contributions to help achieve team goals and successes
+ You invest in the team by contributing to their ongoing learning and success. This could be through sharing knowledge, mentorship, cross team collaboration and by assisting with documentation
You’ve got what it takes if you have…
+ You are comfortable completing projects across teams with dotted line relationships to achieve product goals
+ You care deeply, genuinely and passionately about the client experience and about the role it plays in making a customer-centric team successful
+ You have prior experience in a similar role. You know that every bit of work you do makes a real difference in making our customer happy
+ You have experience troubleshooting data issues at the database level or possess a technical mindset
+ You have experience implementing new clients in PiiQ Systems or other SaaS applications
+ You know when something is over your head and are not afraid to ask for help. You are skilled at explaining technical problems succinctly and clearly
+ You possess a mastery of English and are a strong, confident, and exacting writer and presenter
+ You exhibit diplomacy, tact, and poise under pressure when working through customer issues
+ You have a college degree or equivalent professional experience
+ Optional experience in implementing and/or maintaining an in product chat system (e.g. intercom) or have chat support experience

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
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