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At
Cornerstone, we are dedicated to enhancing the global experience of our
Solution Consultants (SCs) and helping our Sales organization by providing them
with robust baseline demo portals, seamless support for shared demo instances,
and by managing projects that directly benefit our sales organization and
mainly the Solution Consulting community. Our GPE Team plays a vital role in
empowering our SCs and other teams that use demo portals and ensuring that they
can deliver top-notch presentations to our clients. We are looking for a
dynamic and motivated Analyst to join us in this exciting journey
Position Overview:
As a Global Portal Support
Specialist, you will be a vital member of the Global Portal Experience (GPE)
Team, reporting to the Team Lead. Your primary focus will be on providing
technical support through ticket troubleshooting, crafting and enriching our
knowledge base, and ensuring seamless user experiences for Solution Consultants
(SCs) and sales professionals. You will play a key role in enhancing our
support infrastructure, our tools and empowering our teams with comprehensive
resources.
Key Responsibilities:
Ticket Troubleshooting: Respond promptly and effectively to ServiceNow tickets concerning demo tools, diagnosing, and resolving issues to minimize downtime and optimize user experience.
Knowledge Base Creation and Enhancement: Develop and refine our knowledge base to provide comprehensive guidance for internal team processes, SCs and sales personnel, ensuring they can leverage demo portals and instances efficiently.
Quality Assurance: Monitor the performance and quality of demo portals and instances, implementing improvements to enhance usability and functionality.
Documentation and Training: Create and maintain documentation and training materials to facilitate the onboarding process and ongoing skill development for SCs and sales employees.
Enhancements implementation: Collaborate with cross-functional teams to define, plan, and execute change requests aimed at improving support infrastructure, user experience, and solution demonstration.
Cross-functional Liaison: Engage with teams globally, including Solution Consulting, Global Customer Success (GCS), Product Management, and Engineering, to address support needs and contribute to continuous improvement efforts.
Innovation: Identify opportunities for innovation in support processes and product demonstrations, implementing creative solutions to enhance user engagement and satisfaction.
Stay Updated: Stay abreast of industry trends and emerging technologies to continually enhance our support capabilities and ensure alignment with evolving customer needs.
Qualifications:
Bachelor’s degree in a relevant field or equivalent work experience.
Proficiency in Cornerstone Products and product certifications.
Familiarity with ServiceNow or similar ticketing systems.
Excellent troubleshooting and problem-solving abilities.
Experience with Cornerstone OnDemand (CSX and EDX) products.
Creative problem-solving skills and a proactive approach.
Self-motivated and capable of working independently.
Strong team player with excellent virtual collaboration skills.
Adaptability and quick learning in a dynamic environment.
Excellent written and verbal communication skills.
Nice to have: HTML, CSS, JavaScript, AWS and Project management skills.
Why Join Us:
Joining our team means being at the
forefront of transforming how our solutions are presented and perceived
globally. We offer a dynamic and collaborative work environment where your
innovative ideas will be valued, and your contributions will have a significant
impact. If you are seeking a challenging yet rewarding role in a
forward-thinking organization, Cornerstone is the place to be.
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 [email protected]
