Edtech.com's Summary

Cornerstone is hiring a Product Support Specialist who will provide exceptional support to customers using the Cornerstone Galaxy product suite. The role involves resolving customer issues, managing communications, and ensuring optimal product performance through effective troubleshooting and collaboration.

Highlights

Provide frontline support by responding to customer cases and resolving issues within service level objectives.
Escalate complex cases following established protocols and thoroughly research product issues.
Maintain strong knowledge of the Cornerstone Galaxy product portfolio and create knowledge articles.
Require a bachelor's degree in computer science, information systems, or equivalent experience.
Minimum of 3 years’ experience in customer support, preferably with enterprise SaaS solutions.
Preferred experience includes LMS, LXP, HRIS, APIs, SSO, and HTTP(S) debugging.
Excellent written and verbal communication skills needed for interacting at all organizational levels.
Strong organizational and multitasking abilities, with customer centricity and empathy.
Compensation base salary range from $44,600 to $71,400, plus potential bonuses and benefits.
Supports over 7,000 organizations globally using an AI-powered workforce agility platform.

Product Support Specialist Full Description

Product Support Specialist

This role is Remote, United States

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.

You’ve got what it takes if you have…

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

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: 44600 - 71400 USD.

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, religion, color, gender, sex, age, sexual orientation, gender identity, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com or +1 855 454 8433.

Read the EEO is the Law poster here, and the supplementary poster here

Read the Read the Pay Transparency Nondiscrimination Provision poster here

Original Job Description

Product Support Specialist

This role is Remote, United States

Job Description:

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.

You’ve got what it takes if you have…

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

Our Culture:

Who We Are:

Total Rewards:

Check us out on LinkedIn, Comparably, Glassdoor, and Facebook!

Read the EEO is the Law poster here, and the supplementary poster here

Read the Read the Pay Transparency Nondiscrimination Provision poster here

Let me find your next job.

Thanks - you're signed up.

Product Support Specialist

Edtech.com's Summary

Product Support Specialist Full Description

Product Support Specialist

Senior Director Product, Parchment

Technical Product Manager, QA

Platform Product Manager, BigFuture

Multi-Media Graphic Design Animation Assistant

Product Manager, Growth