Product Support Specialist

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
• 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

Our Culture:

Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.

Who We Are:

Cornerstone powers the potential of organizations and their people to thrive in a changing world. Cornerstone Galaxy, the complete AI-powered workforce agility platform, meets organizations where they are. With Galaxy, organizations can identify skills gaps and development opportunities, retain and engage top talent, and provide multimodal learning experiences to meet the diverse needs of the modern workforce. More than 7,000 organizations and 100 million+ users in 180+ countries and in nearly 50 languages use Cornerstone Galaxy to build high-performing, future-ready organizations and people today.

Total Rewards:

At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. Join us in shaping the future of work — tomorrow, together. Experience flexibility and empowerment in your career at Cornerstone. The BASE salary range for this position is: 76300 - 122100 PLN.

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