The Advanced Support Specialist, also serving as a Dedicated Support Advocate (DSA), is an essential member of our customer-centric team, dedicated to delivering exceptional support and fostering strong relationships with our clients. This role requires a genuine enthusiasm for helping customers, a passion for problem-solving, and exemplary communication skills, making it ideal for individuals who thrive in customer engagement rather than purely technical environments.

In this role you will...

Customer Engagement and Communication

• Serve as the primary advocate for clients, establishing trust and rapport as the single point of contact for all support needs.

• Proactively communicate with customers to understand their unique business requirements, guiding them in maximizing the value of their Cornerstone solutions.

• Conduct regular calls and meetings to align on priorities, provide updates, and gather feedback to improve service levels and customer satisfaction.

• Clearly articulate issues and solutions to customers in a manner that is easy to understand, ensuring that they feel heard and valued throughout the resolution process.

• Own all customer issues with a focus on resolution, maintaining a high level of responsiveness and dedication to customer expectations.

• Monitor and triage incoming cases, prioritizing them based on their business impact and ensuring timely follow-ups.

• Collaborate with various internal teams to facilitate the resolution of complex issues while keeping customers informed and updated throughout the process.

• Maintain a deep understanding of both product features and customer configurations to enable faster issue resolution and enhance service delivery.

• Identify trends in customer feedback and case submissions, using these insights to inform training opportunities and best practices that can be shared across the team.

• Proven experience in customer service or support, with a strong focus on relationship building and communication, ideally within a SaaS or cloud solutions environment (HRIS, CRM).

• Outstanding verbal and written communication skills, with the ability to convey complex information in a clear and engaging manner.

• Demonstrated ability to build and maintain constructive relationships with clients, stakeholders, and internal teams.

• A proactive mindset that emphasizes the prevention of issues through understanding client needs and fostering collaboration.

• A relevant University Degree in a field such as Business, Communication, or Computer Science is preferred.

• Commitment to fostering inclusivity and diversity within the workplace.

• Fluency in English; additional languages are a plus.

• Exhibit a customer-centric mindset that prioritizes engagement and building lasting relationships over purely technical responsibilities.

• Foster positive customer experiences by consistently exceeding expectations and addressing their needs before they escalate.

• Ensure continuous communication and follow-up with clients to promote satisfaction and drive product adoption through education.

• Maintain a track record of minimal escalations by proactively addressing client concerns and being responsive to their requests.