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About CornerstoneOnDemand

Cornerstone OnDemand (NASDAQ: CSOD) was founded with a

passion for empowering people through learning and a conviction that people

should be your organization's greatest competitive advantage. Cornerstone is a recognized

global human capital management (HCM) leader with a core belief that companies

thrive when they help their employees to realize their potential. Putting this

belief into practice, Cornerstone offers solutions to help companies

strategically manage and continuously develop their talent throughout the

entire employee lifecycle. Featuring comprehensive recruiting, personalized

learning, development-driven performance management, and holistic HR planning,

Cornerstone's human capital management is successfully used by more than 7000

global clients of all sizes, representing all major industries, spanning over

75 million users across 192 countries and 43 languages. Using one data model

and one integrated, extensible platform, Cornerstone HCM platform gives clients

greater talent insights, recommendations and supporting tools to meet their

growing human capital management needs.

Job Description

The Senior Product Support Specialist

will play a critical role in providing technical assistance for SumTotal's

customer base. As a member of Global Customer Support, Support Engineers

provide real-time technical support on SumTotal Enterprise products through

e-mail and phone interactions with customers and by using SumTotal's CRM. The

fundamental goal of this position is to help our customers achieve success

using our products. The job involves handling and resolving complex technical

queries and issues in the areas of product functionality and defect correction.

The position is responsible for maintaining a high and personalized quality of

customer support with our strategic customer base, being aware of the breadth

of SumTotal's service and solution offerings and identifying opportunities that

bring the customer's objectives and SumTotal's solutions together for mutual

benefit

Responsibilities:

• Develop a deep knowledge of SumTotal's range ofenterprise products.

• Communicating with corporate customers via CRM,telephone, email, or other media as applicable, regarding technicallycomplex problems identified in SumTotal's software products, andmaintaining effective customer relations.

• Solve user issues, ranging from basic totechnically complex, including software functionality, datacommunication/networking troubleshooting, OS and browser-related issues.

• Partner with cross-functional teams on complexcustomer issues, ensuring root cause is identified and fixed.

• Escalate & facilitate top-priority,production-critical issues to the appropriate teams for resolution.

• Resolve incidents and keep customers updatedduring the issue resolution process as per SLAs.

• Maintain ownership of issues until resolution,drive internal teams in support of solution needs and timely resolution,considering the customer's business impact.

• Create, and publish, internal and customer-facingknowledge base documentation to enhance customer engagement with SumTotal's self-service options.

• Ensure customers can execute their businessobjectives through the use of our application.

• Assist internal team with case prioritization toensure successful go-live of new customers.

Requirements:

• Knowledge of SQL programming (DML/DDL/joins) ismandatory.

• Knowledge of Webservices Technologies like RESTAPI/SOAP/ODATA is added advantage.

• Knowledge of NoSQL and authentication Technologieslike LDAP, SSO, OpenID, ADFS, etc. is an added advantage.

• Should have hands-on experience in debuggingweb-based applications.

• Exposure to tools like Fiddler, Wireshark,Browser-based Developer Tools, Postman etc.

• Should have exposure to talking to clients/end customers.

• Strong customer service focus, goodproblem-solving skills, and excellent communication skills

• Ability to communicate effectively to varyinglevels within the organization.

• Graduation in Engineering / Sciences or a Postgraduate degree in Computer Sciences

• 5+ years' of experience in application support.

• Must be adaptable and have a strong disposition tolearn in a fast-paced environment.

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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, color, gender, age, sexual orientation, 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