Overview
Junior Support Specialist Intern
This position is part of the Global Customer Support team and focuses on delivering Level 1 assistance for Cornerstone OnDemand products. The role involves interacting with clients through phone and electronic communication channels such as CRM systems to acknowledge issues, analyze concerns, and resolve application related queries.
The specialist helps troubleshoot software problems and guides customers on how the product functions. The role requires patience, a customer focused mindset, and a willingness to continuously learn about the product and its related technologies.
Key Responsibilities
- Deliver positive customer experiences measured through Customer Satisfaction (CSAT) metrics.
- Follow Cornerstone OnDemand support processes to meet customer service level agreements.
- Provide timely communication with customers using CRM tools such as Salesforce, as well as phone and email.
- Maintain regular case updates until resolution to prevent case aging or backlog.
- Prioritize cases effectively, especially those with high customer impact, and resolve them within defined timelines.
- Engage higher level support teams when needed, ensuring proper triage and documentation.
- Utilize knowledge bases, forums, and other support resources to address issues.
- Continuously develop knowledge of the Cornerstone OnDemand product suite and related technologies.
- Collaborate with internal teams and contribute to the overall success of the support ecosystem.
- Maintain awareness of privacy and security obligations while handling customer issues.
Requirements
- Bachelor’s degree in Computer Science or an equivalent field.
- Less than one year of customer facing application support experience.
- Basic understanding of SaaS concepts, cloud computing, FTP, SSO, SMTP, and HTML.
- Strong written and verbal communication abilities.
- Customer focused mindset with interest in delivering quality support.
- Analytical thinking and troubleshooting skills.
- Familiarity with support workflows or CRM platforms such as Salesforce is considered an advantage.
- Ability to work in a 24x7 support environment, primarily aligned with US shifts.
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Key Skills
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Education Requirements
- Bachelor’s degree in Computer Science or equivalent
Eligible Batch Years
Cornerstone
Cornerstone OnDemand is a leading global provider of cloud-based talent management software solutions. Founded in 1999, the company empowers organizations to recruit, train, and manage their workforce effectively through an integrated suite of learning, performance, and succession planning tools. With a mission to help clients realize the potential of their people, Cornerstone serves a diverse range of industries including corporate enterprises, government agencies, and non-profit organizations.
Headquartered in Santa Monica, California, Cornerstone has grown to employ over 3,000 professionals worldwide and supports millions of users across more than 180 countries. The company is widely recognized for its strong market position in learning management systems (LMS) and human capital management (HCM) solutions. In recent years, Cornerstone has expanded its capabilities through strategic acquisitions, such as the purchase of Saba Software, enhancing its product portfolio and global reach. Its commitment to innovation and customer success has earned it consistent recognition as a leader in talent management technology.
Company Details
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Websitecornerstoneondemand.com