Product Support Specialist

Job Description:

The Product Support Specialist is responsible for providing world-class support experiences to our customers. This role requires the individual to be trustworthy, collaborative, accountable, respectful, and innovative. They are responsible for resolving customer reported issues within the Cornerstone Galaxy product suite. 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 their Cornerstone solution

In this role you will...

• Respond to customer cases in line with service level objectives.
• Triage and resolve issues as a member of the frontline support team.
• Follow case elevation protocols to hand off cases that require the next level of support if needed.
• 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 customer engagements.
• Research and replicate difficult configuration, compatibility or product issues and document the results of your investigation.
• Manage customer communications with both quality written responses and phone calls.
• Maintain a solid understanding of the Cornerstone Galaxy product portfolio.
• Create knowledge articles and utilize support tools to align with role expectations.

• Bachelor's degree in computer science, information systems, or equivalent experience required.
• Minimum of 3 years' experience in a customer support role. Preferably with enterprise SaaS solutions.
• Experience supporting LMS, LXP, HRIS, etc. is a plus.
• Experience and working knowledge of API's, SSO, HTTP(S) debugging is a plus
• Excellent written and verbal communication skills are required, including the ability to communicate technical concepts clearly and effectively.
• 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 centricity and empathy soft skills are part of your DNA
• Ability to maintain calm during stressful situations.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Consideration for privacy and security obligations