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. 

 

In this role you will….

Provide multi-channel support to internal and external clients (telephone, email, and other online channels) Leverage all available resources to document customers’ issues and related resolutions accurately and efficiently Troubleshoot problems related to product applications, functions, installation, integration, and configuration Provide input on Frequently Asked Questions documents as well as create review and update knowledge base articles Document complex issues for escalation to more senior support specialists Collaborate with Team Members to deliver on customer-focused organizational objectives Be required to stay apprised of new product features and functionality 

 

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

A first professional experience in a customer support environment delivering outstanding customer service and support in a multichannel enterprise B2B environment  Technical training or college/university study in information technology  Experience interacting with clients under stressful circumstances  Advanced communication skills (oral and written)  Proven analysis and troubleshooting skills  Adaptable team player that is capable of prioritizing, organizing, and managing multiple priorities with changing timeframes  Ability to review the information at hand and make decisions with minimal guidance  Experience with fiddler logs and Splunk is an asset  Ability to coordinate with other teams to ensure timely resolutions  Competence to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system Fluency in English. Additional languages will be appreciated