Product Support Specialist - L1

The Product Specialist is part of the Global Customer Support Team, responsible for providing Level 1

Office Based Job and PST Time Zone

support to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Product Specialists
work via telephone and electronic communication with clients to acknowledge, analyze, and resolve
complex application software related questions and issues encountered in Cornerstone's applications.
This position requires a hands-on individual, who can passionately and patiently educate our 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 day to day functional and technical software application support in a 24X7 environment to our clients including testing and troubleshooting as needed

• Ensure proper, timely, and ongoing follow-up on assigned cases to ensure service level agreements (SLA) are met and client satisfaction is high
• Attain and maintain product certification on Cornerstone products in adherence with Cornerstone's Product Certification Program
• Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options
• Understand client's business processes and help them understand how to configure Cornerstone applications to support their needs
• Help to curate functionality information that can be turned into product
• knowledgebase and documentation through accurate, reliable, and complete case activity updates
• Collaborate with team members from all around the world
• Consideration of privacy and security obligations

• Bachelor's degree or commensurate professional experience in Science, Technology
  or Engineering
• 2+ years' experience in Customer Support or Technical Support. Experience in
  Cloud/SaaS application support would be an asset
• Customer centric mindset, with passion for helping customers and providing
  excellent customer service
• Fluency in English is a necessity while knowledge of any other language is a huge plus!
• Excellent, professional, verbal (telephone) and written communicator with a coaching
  mentality
• Strong collaborative skills that compliment your ability to work with both local and
  international team members
• Ability to scope, analyze, resolve and record solution for clients' complex issues and
  translate them into system functionality to help clients meet their needs with existing
  system features
• Competence to grasp complex system workflows, to understand cause and effect for
  actions taken in a business process or software system. This skill is critical to
  troubleshooting issues to distinguish between user error and actual system defects
• Ability to thoroughly document and articulate system behaviors, issues, workflows
  and/or functionality in such a way that all users can easily understand
• Familiar with support workflows and processes and experience working with CRM
  application like Salesforce, in a SLA driven ecosystem
• Experience in a deadline-driven, fast-paced, high-growth environment preferred
• Open to work in night shifts PST time Zone