Customer Care Product Specialist
Location: Israel
The Opportunity
This position offers an exciting opportunity in a dynamic and growing internet software company with a smart workforce. The Product Specialist will be responsible for providing account management style software support to Cornerstone’s customers via telephone and electronic communication. You will acknowledge, analyze, and resolve complex software questions and issues encountered in Cornerstone’s applications. This position requires a talented individual that excels in comprehensive problem analysis, software support, and customer service.
We are looking for candidates with software application support experience, advanced troubleshooting and problem analysis skills, excellent communication skills and superior customer service skills. Success in this role will provide a host of additional opportunities for professional growth.
Responsibilities
- Provide customers with a best in class service experience in order to gain high customer satisfaction level
- Provide day to day functional and technical software application solutions and support to our clients
- Troubleshoot software application issues
- Log client reported issues on our case tracking system
- Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options
- Provide constant and proactive ongoing communication with clients.
- Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledgebase
- Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high
Experience / Qualifications
- Strong Customer Orientation Skills
- English – High level read / write (English work environment). Additional European languages a strong advantage
- Bachelor's degree in Mathematics, Computer Science, Finance or a related degree – An advantage
- 1 - 3 years’ experience with client facing technical services or software application support
- Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)
- Analytical – must possess the ability to understand clients’ business processes and workflows and translate them into system functionality to help clients meet their needs with existing system features
- Ability 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
- Experience with one or more of the following recommended: programming languages, relational databases, HTML/content development – An advantage
- Excellent verbal and written communication skills and professional etiquette
- Supportive team player
- Flexible and adapts well to rapid change
Additional Skills/ Attitude
- A relentlessly positive disposition;
- Excellent people and teamwork skills
- Ability to remain calm, diplomatic, and cooperative under stressful conditions;
- Attention to detail;
- Exceptional follow-through;
- Accurate data entry and computer competency;
- The ability to prioritize, stay organized, and multi-task in a fast paced environment;
- General understanding of internet technology.
Benefits Package
The compensation package for this role includes a base salary, bonus, a Stock Option plan, as well as a local benefits package.
About Cornerstone OnDemand
Cornerstone OnDemand is a leading global provider of a comprehensive learning and talent management solution. We enable organizations to meet the challenges they face in empowering their people and maximizing the productivity of their human capital. Our integrated software-as-a-service (SaaS) solution consists of the Cornerstone Recruiting Cloud*, the Cornerstone Performance Cloud, the Cornerstone Learning Cloud and the Cornerstone Extended Enterprise Cloud. Our clients use our solution to develop employees throughout their careers, engage all employees effectively, improve business execution, cultivate future leaders, and integrate with their external networks of customers, vendors and distributors. We currently empower over 7.1 million users across 179 countries and in 29 languages.
For more information, visit www.cornerstoneondemand.com
