Job Description

The Product Support Specialist is responsible for supporting clients
on the Cornerstone Talent Management Suite. Product Support Specialists work
via telephone and electronic communication with clients to acknowledge,
analyze, and resolve complex software questions and issues encountered in
Cornerstone’s applications. This position requires a talented individual
who can passionately and patiently educate clients on how our product is
designed to work and excels in comprehensive problem analysis, software support
and customer service.
In this role you will…
+ Provide day to day functional and technical software application support to our clients including testing and troubleshooting as needed
+ Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high
+ Attain and maintain product certification on Cornerstone products in adherence with Cornerstone’s Product Certification Program
+ Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options
+ Understand client’s business processes and help them understand how to configure Cornerstone applications to support their needs
+ Help to curate functionality information that can be turned into product knowledgebase and documentation through accurate, reliable, and complete case activity updates
Hours of operation:
+ Flexible – usually Monday to Friday (7am to 4pm or 12noon to 9pm), but occasional weekend shift required to cover our global support hours.
You’ve got what it takes if you have…
+ Bachelor's degree in Business, Human Resources, Learning and Development, Computer Science; other degrees considered with equivalent professional experience
+ 1 - 2 years’ experience with technical support or software application support
+ Some experience using Cornerstone application or comparable product desired
+ Ability to speak and write in English fluently
+ Fluency in another language a huge plus!
+ Excellent, professional, verbal (telephone) and written communicator with a coaching mentality
+ Ability to scope, analyze and resolve clients’ complex talent management process issues and translate them into system functionality to help clients meet their needs with existing system features
+ Competence to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
+ Ability to thoroughly document and articulate system behaviors, issues, workflows and/or functionality in such a way that all users can easily understand
+ Outstanding service-orientation and strong interpersonal skills that create positive relationships with colleagues and clients
+ Experience in a deadline-driven, fast-paced, high-growth environment preferred

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