Senior Product Support Specialist

As a Senior Product Support Specialist at Cornerstone OnDemand, you will be part of the Global Customer Support Team, providing support to clients on our products. Your role involves acknowledging, analyzing, and resolving complex application software-related questions and issues encountered by clients. You will work via telephone and electronic communication (CRM) to educate clients on how our product is designed to work, with a focus on problem-solving skills and a customer-centric mindset. Key Responsibilities: - Provide day-to-day functional and technical software application support to clients in a 24x7 environment, including testing and troubleshooting. - Ensure timely follow-up on assigned cases to meet service level agreements and ensure high client satisfaction. - Prioritize work based on impact, deliver time-bound resolutions, and escalate issues when necessary. - Develop and maintain deep technical expertise across Cornerstone OnDemands product suite to effectively respond to product behavior questions. - Handle customer and business situations, assess severity, and escalate to management when needed. - Contribute to the knowledge base and forums/channels. - Mentor and coach support engineers as part of knowledge transfer. - Collaborate with team members globally and consider privacy and security obligations. Qualifications Required: - Bachelors degree in computer science or equivalent with 3+ years of technical support experience in an enterprise-level environment. - Ability to understand complex technical system workflows and differentiate between user error and system defects. - Highly organized with knowledge of processes, SLA's, and support tools. - Strong written and verbal communication skills. - Customer-centric mindset with a passion for providing excellent customer service. - Positive attitude, ability to think creatively, and strong problem-solving skills. - Team player with the ability to mentor and coach junior team members. - Willingness to work in a 24x7 environment, mostly in US shifts. Cornerstone OnDemand powers organizations and their people to thrive in a changing world through Cornerstone Galaxy, the AI-powered workforce agility platform. Join us in shaping the future of work and enabling learning, growth, and advancement for all. As a Senior Product Support Specialist at Cornerstone OnDemand, you will be part of the Global Customer Support Team, providing support to clients on our products. Your role involves acknowledging, analyzing, and resolving complex application software-related questions and issues encountered by clients. You will work via telephone and electronic communication (CRM) to educate clients on how our product is designed to work, with a focus on problem-solving skills and a customer-centric mindset. Key Responsibilities: - Provide day-to-day functional and technical software application support to clients in a 24x7 environment, including testing and troubleshooting. - Ensure timely follow-up on assigned cases to meet service level agreements and ensure high client satisfaction. - Prioritize work based on impact, deliver time-bound resolutions, and escalate issues when necessary. - Develop and maintain deep technical expertise across Cornerstone OnDemands product suite to effectively respond to product behavior questions. - Handle customer and business situations, assess severity, and escalate to management when needed. - Contribute to the knowledge base and forums/channels. - Mentor and coach support engineers as part of knowledge transfer. - Collaborate with team members globally and consider privacy and security obligations. Qualifications Required: - Bachelors degree in computer science or equivalent with 3+ years of technical support experience in an enterprise-level environment. - Ability to understand complex technical system workflows and differentiate between user error and system defects. - Highly organized with knowledge of processes, SLA's, and support tools. - Strong written and verbal communication skills. - Customer-centric mindset with a passion for providing excellent customer service. - Positive attitude, ability to think creatively, and strong problem-solving skills. - Team player with the ability to mentor and coach junior team members. - Willingness to work in a 24x7 environment, mostly in US shifts. Cornerstone OnDemand powers organizations and their people to thrive in a changing world through Cornerstone Galaxy, the AI-powered workforce agility platform. Join us in shaping the future of work and enabling learning, growth, and advancement for all.