Report to: Sr. Manager / Manager, Global Customer Support
Team: Global Customer Support
Location: India (Mumbai/ Pune)
This is an exciting opportunity to join Cornerstone OnDemand as a member of the Global Customer Support Team. Advanced Technical Support Engineer serve as product and technical experts and provide advanced technical support across Cornerstone OnDemand’s suite of Talent Management applications including Recruiting, Performance, Learning and Extended Enterprise. The Advanced Technical Support Engineer conducts thorough research and testing when specific product behaviors are challenged by clients and employees, articulately explains designed behaviors, acts as a champion for enhancements when appropriate, mentors junior team members, serves as a point of escalation and works closely with technology teams (including developers and product managers) to resolve issues reported by our clients.
The Advanced Technical Support Engineer’s performance is measured primarily by customer satisfaction along with resolution time and accuracy rate in validating and qualifying product defects submitted to global development and product management teams. This role reports to the Customer Support Manager as part of the Global Customer Support infrastructure. It is critical that the individuals in this role be able to rapidly gain deep technical expertise with Cornerstone OnDemand’s suite of enterprise applications along with an understanding of the use of these applications in the context of our clients’ business success. They must also be able to communicate effectively with clients and internal stakeholders to ensure that Cornerstone OnDemand fulfils its commitment to providing world-class support and service.
In this role you will…
You have what it takes if you have:
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Our Culture:
Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We’re always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we’d love to meet you!
What We Do:
Cornerstone is a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people development solutions are successfully used by more than 75 million people in 180+ countries and in nearly 50 languages.
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