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

• 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.

• 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