The Advanced Support specialist is a member of a strong technical team delivering world-class support for some of our SaaS solutions. They must be genuinely excited to help our customers resolve issues and will use their extensive problem-solving skills to make sure they deliver an outstanding customer experience. Our Support teams are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLA’s are met across the global customer base.

　　This Level 2 Support role will require analyzing and documenting defects with the Development team, and liaising with multiple internal teams to deliver fixes whilst maintaining direct engagement with the customer.

　　In this role you will….

　　Case Management

　　Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues

　　Provide telephone and written support to customers, resolving technical and functional problems of varied complexity

　　Troubleshoot using all available knowledge resources including log file analysis

　　Replicate customer problems on test environments in order to isolate root cause and find a solution

　　Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate

　　May travel to customer sites to troubleshoot environment sensitive problems

　　Clearly articulate to customers and management a problem definition and a resolution plan

　　Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA’s

　　Allocate time to projects as required

　　Process Improvement / Knowledge Building

　　Know and understand all processes

　　Easily adjust to change in processes

　　Build network of people to assist in processes

　　Build deep understanding of at least one product to become an Expert

　　Increase technical expertise via attending training sessions, reading technical documentation

　　You’ve got what it takes if you have / are…

　　Highly committed individual with a background in a problem solving, customer service environment

　　Highly organized with understanding of processes, SLA’s and tools in product support

　　Strong written and verbal communication skills with an ability to speak confidently and articulately customers

　　Ability to listen effectively and show patience while working with customers

　　Ability to multitask effectively and work well under pressure

　　Ability to influence in order to build productive relationships across teams

　　Ability to learn new technologies quickly

　　Intermediate knowledge of Linux and Windows Operating Systems

　　Experience with the technology stack (Java, Tomcat, Oracle)

　　Experience supporting and troubleshooting web applications

　　About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits.

　　University Degree in Computer Science (or equivalent)

　　Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment

　　Consideration for privacy and security obligations

　　Fluency in English. Additional languages will be appreciated

　　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 [email protected]