Advanced Technical Support Engineer

The Advanced Technical Support Specialist is responsible for supporting clients on Cornerstone products. Advanced Technical Support Specialists work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex software questions and issues encountered in Cornerstone’s applications. This position requires a talented individual who excels in comprehensive problem analysis, software support and customer service to make sure they deliver an outstanding customer experience.

In this role you will...

• Provide world-class software support to Cornerstone (and Cornerstone’s various products) system administrators during business hours
• Develop a deep knowledge of Cornerstone’s solutions and demonstrate an ability to help customers find solutions to their issues
• Provide multi-channel support to internal and external clients (telephone, email, etc.)
• Replicate customer problems on test environments to isolate root cause and find a solution
• Troubleshoot using all available knowledge resources including log file analysis
• Ensure high customer satisfaction through prompt handling of tickets, communication with customers, adherence to customer’s SLA’s and internal KPI’s, goals
• Troubleshoot problems related to product applications, functions, integration, and configuration.
• Take ownership of complex or time critical support issues to ensure timely resolution and overall customer satisfaction
• Handle all types of customer and business situations: assessing severity, impact, and keep management informed when appropriate
• Be comfortable taking the ownership of customer issues and working independently, while enjoying the freedom to explore and tackle challenges with minimal supervision.
• Collaborate with Operations and Engineering to solve system and software defects.
• Develop, review, and update internal and customer facing knowledge base articles.
• Provide coaching and education to less senior support specialists if needed.
• Clearly articulate problem definitions and resolution plans to customers
• Increase technical expertise via reading technical documentation, self-driven discovery of the product features and attending training sessions
• Stay appraised of new product features and functionality.
• Work with other departments to prepare for new product introductions
• Collaborate with our cross-functional teams, including sales and customer success, to assist with their requests and ensure smooth operations.
• Work in an hybrid mode (in the office and from home) during Japanese business hours

You’ve got what it takes if you have…

• Minimum of 3-4 years of experience in Customer Support working with HRIS, CRM or other Cloud Solution Suites
• Strong written and spoken fluency in both English and Japanese is essential for effective communication.
• A positive attitude toward learning, a commitment to meeting established goals, and the ability to build friendly, excellent relationships are essential
• The ability to build good relations with cross functional teams, get your tickets prioritized, escalated and resolved as needed.
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Experience with Learning, Human Capital, or Talent Management systems desired
• Experience with any of the following: HTML/content development, Web APIs, data feeds, SSO, Fiddler logs, Splunk and data manipulation via excel or similar tools.
• Highly organized with experience of processes, SLA’s, and tools in Customer Support
• High commitment and a background in a problem solving, customer support environment
• Flexibility, integrity, and creative problem-solving skills are needed
• Excellent written and verbal communication skills with an ability to speak confidently and articulately
• Ability to listen effectively and show empathy while working with customers and influence and build productive relationships across teams
• Ability to work independently while prioritizing and addressing multiple issues effectively
• Good knowledge of network diagnostics such as fiddler traces and browser developer tools
• Ability to multitask effectively and work well under pressure
• Ability to engage in polite, gentle, and professional conversations.
• Consideration for privacy and security obligations
• Flexibility, integrity, and creative problem-solving skills are needed.

Extra dose of awesomeness if you have...

• Bachelor's degree in Computer Science or related experience and/or training
• Experience with SQL programming (ex: Oracle/SQL Server)
• Experience with Web App Server and Web Servers (ex: JBoss/Tomcat/WLS/WS)
• Experience with Content Development is a plus

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: 6765000 - 10824000 JPY.

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