Technical Support Expert

hace 3 semanas

Mayagüez, Mayagüez, Puerto Rico Cornerstone Ondemand A tiempo completo

The Advanced Technical Support Specialist role at Cornerstone OnDemand requires a trustworthy, collaborative, and accountable professional to deliver world-class support experiences to our enterprise customers. This includes resolving complex issues with the Cornerstone product, utilizing knowledge, expertise, and exceptional soft skills to understand customer needs and interpret their value from Cornerstone. Key responsibilities include responding to customer cases, identifying and resolving issues, proactively performing mitigation assessments, researching difficult configuration, compatibility, or product defect issues, and managing customer and internal communications. An advanced understanding of the Cornerstone product portfolio and ability to create knowledge articles and lead knowledge sharing initiatives are essential. Ideal candidates possess a Bachelor's degree in computer science, information systems, or equivalent experience, minimum of 5 years experience in a technical customer support role, and excellent written and verbal communication skills, including the ability to communicate technical concepts clearly and effectively.

Key Responsibilities:

  • Respond to customer cases in line with service level objectives
  • Identify and resolve issues and proactively perform mitigation assessments to prevent issues from recurring
  • Approach each case with a goal of ensuring Cornerstone products are performing at an optimal level by addressing any underlying or additional problems uncovered during each customer engagement
  • Research and replicate difficult configuration, compatibility or product defect issues and document the results of your investigation
  • Manage customer and internal communications with, both written and on calls
  • Drive full resolution of cases and escalated cases with limited oversight or direction
  • Act as a mentor and advisor to other members of the Global Technical Support Team
  • Maintain an advanced understanding of the Cornerstone product portfolio, be the Subject Matter Expert
  • Create knowledge articles and lead knowledge sharing initiatives

Requirements:

  • Bachelor's degree in computer science, information systems, or equivalent experience required
  • Minimum of 5 years experience in a technical customer support role. Preferably with enterprise SaaS solutions
  • Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively
  • Experience leading major Enterprise incidents/situations using escalation Management guidelines to engage support, product managers, engineering teams and other teams
  • Ability to communicate technical information proficiently with internal and external stakeholders, including C-level executives and Engineering leaders
  • The ability to communicate confidently and clearly on conference calls, in meetings, and via email, at all levels of the organization is essential
  • Strong organizational skills with the ability to manage multiple tasks simultaneously
  • Customer focus and ownership, use of own initiative, and a proactive approach to work
  • Ability to facilitate conversations with large groups of remote people
  • Ability to maintain calm during stressful situations
  • Ability to translate technical incidents into business terms

Cornerstone OnDemand is an equal opportunity employer

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