Advanced Technical Support Specialist

Job Title: Advanced Technical Support Specialist

Job Description:

The Advanced Technical Support Specialist is responsible for providing world-class support experiences to our enterprise customers. This role requires the individual to be trustworthy, collaborative, accountable, respectful, and innovative. They are responsible for resolving the most critical and complex issues with the Cornerstone product. The Specialist will utilize their knowledge, expertise, and exceptional soft skills to understand the customer and interpret their needs to ensure they are achieving maximum value from Cornerstone.

In this role you will...

• 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, 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 Customer Support team.
• Maintain an advanced understanding of the Cornerstone product portfolio, be the Subject Matter Expert.
• Create knowledge articles and lead knowledge sharing initiatives.

• Bachelor's degree in computer science, information systems, or equivalent experience required. Experience supporting LMS, HRIS, LXP, etc. is a major plus.
• 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.