Job Details

The Senior Technical Support Advisor is integral in delivering exceptional support experiences to our enterprise customers. This role requires a trustworthy, collaborative, and innovative individual, committed to resolving the most pivotal and intricate issues with the Cornerstone product. By utilizing extensive knowledge, expertise, and outstanding interpersonal skills, the Advisor will understand customer needs and ensure they derive maximum value from Cornerstone.

In this role, you will:

• Respond promptly to customer inquiries, adhering to service level objectives.

• Identify and tackle issues proactively, conducting mitigation assessments to prevent recurrence.

• Approach each case aiming for optimal performance of Cornerstone products, uncovering any underlying problems during customer engagements.

• Investigate and replicate complex configuration or product defect issues, meticulously documenting the findings.

• Manage communications with customers and internal teams, both verbally and in writing.

• Drive resolution of cases, including escalated situations, with minimal oversight.

• Act as a mentor and advisor for colleagues on the Global Technical Support Team.

• Maintain expert-level knowledge of the Cornerstone product suite.

• Create knowledge articles and spearhead knowledge-sharing initiatives.

You might be a great fit if you have:

• A Bachelor's degree in computer science, information systems, or equivalent experience, with experience in supporting LMS, HRIS, LXP, etc. being advantageous.

• A minimum of 5 years in a technical customer support role, preferably with enterprise SaaS solutions.

• Exceptional written and verbal communication skills, with the ability to clearly articulate technical concepts.

• Experience in managing significant enterprise incidents using escalation management protocols.

• Proficiency in communicating technical information to internal and external stakeholders, including senior executives and engineering teams.

• Strong organizational skills to effectively manage multiple tasks simultaneously.

• A customer-focused mindset with ownership, initiative, and a proactive work approach.

• Ability to facilitate discussions with large remote groups.

• Calmness under pressure during stressful situations.

• Capability to translate technical incidents into business terminology.

• A commitment to valuing diversity and fostering an inclusive work environment.

• Consideration for privacy and security responsibilities.

Equal Employment Opportunity is a fundamental commitment at Cornerstone OnDemand. All qualified applicants are considered regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class per applicable Federal, State, or Local fair employment laws. If you need accommodations due to a disability or special circumstances, please reach out to us.