The Product Support Specialist is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand (CSOD) 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 OnDemand'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. This position might require remote on-call services. This Support role provides support through different channels, including phone and Salesforce cases.

　　In this role you will...

　　Develop a deep knowledge of Cornerstone's solutionsLeverage all available resources to document customers' issues and related resolutions accurately and efficiently.Provide multi-channel support to internal and external clients (telephone, email, and other online channels) resolving technical and functional problems of varied complexityTroubleshoot problems related to product applications, functions, installation, integration, and configuration.Handle all types of customer and business situations: assessing severity, impact, and document complex issues for escalation to more senior support specialists when needed.Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA'sUnderstand and follow process and guidelines for case handlingCollaborate with Team Members to deliver on customer-focused organizational objectivesUse your growing experience and knowledge to provide input on frequently asked questions documents, and create, review, and update knowledge base articles.Be required to stay apprised of new product features and functionality

　　You've got what it takes if you have...

　　2+ years of prior professional experience in a customer support environment delivering outstanding customer service and working with HRIS, CRM or other Cloud Solution SuitesFluency in both English and Japanese requiredDemonstrated commitment to valuing diversity and contributing to an inclusive working and learning environmentHigh commitment and proven analysis and troubleshooting skills backgroundAdaptable team player that is capable of prioritizing, organizing, and managing multiple priorities with changing timeframesCompetence to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system.Ability to review the information at hand and make decisions with minimal guidanceHighly organized with experience of processes, SLA's and tools in Customer SupportAbility to listen effectively and show patience while working with customersStrong written and verbal communication skills with an ability to speak confidently and articulately with customersAbility to multitask effectively and work well under pressure interacting with clients under stressful circumstancesAbility to influence to build productive relationships across teamsAbility to coordinate with other teams to ensure timely resolutionsExperience with fiddler logs and Splunk is an assetConsideration for privacy and security obligationsFluency in additional languages welcomed

　　Extra dose of awesomeness if you have...

　　Bachelor's degree in Computer Science or related experience and/or trainingExperience with relational databasesExperience with data feeds, API's and data manipulation via excel or similar tools