We're looking for aTechnical Solutions Analyst (Mumbai, India)This is an exciting opportunity to join Cornerstone OnDemand (NASDAQ : CSOD) as a member of the Global Product Support Team.
Technical Solution Analysts serve as product and technical experts and provide advanced technical support across Cornerstone OnDemand’s suite of Talent Management applications including Recruiting, Performance, Learning and Extended Enterprise.
The Technical Solution Analyst conducts thorough research and testing when specific product behaviors are challenged by clients and employees, articulately explains designed behaviors, acts as a champion for enhancements when appropriate, mentors junior team members, serves as a point of escalation and works closely with technology teams (including developers and product managers) to resolve issues reported by our clients.
The Technical Solution Analyst’s performance is measured primarily by customer satisfaction along with resolution time and accuracy rate in validating and qualifying product defects submitted to global development and product management teams.
This role reports to the Product Support Manager as part of the Global Product Support infrastructure. It is critical that the individuals in this role be able to rapidly gain deep technical expertise with Cornerstone OnDemand’s suite of enterprise applications along with an understanding of the use of these applications in the context of our clients’ business success.
They must also be able to communicate effectively with clients and internal stakeholders to ensure that Cornerstone OnDemand delivers its commitment to providing world-
class support and service. In this role you will Gain and maintain deep technical expertise across Cornerstone OnDemand’s enterprise talent management product suite to accurately respond to product behavior questions and challengesServe as a product / technical expert on client application issuesAccurately troubleshoot and validate product defects using product knowledge and supplied tools within stated service levels and work closely with clients through issue resolution, providing detailed, client-
friendly explanations to non-technical HR personnelWork with Development teams to reproduce and prioritize potential system defects and their follow-
through to resolutionEffectively manage outstanding defects to ensure client business impact and SLAs are adhered to.Apply low-
impacting application changes to production environmentRegularly review product specs and participate in the testing of new features or code fixes and support the creation of accurate documentation for client useAdvocate and facilitate the product enhancement process when product changes are warrantedYou’ve got what it takes if you have At least 3-
5 years’ technical support experience or client facing IT role in an enterprise-level (B2B) environment providing Software as a Service (Saas) product offerings in the cloudProven track record of continuous self-
developmentBachelor’s degree in Information Systems, Computer Science, Math or equivalent experienceExperience with one or more of the following a plus : programming languages, relational databases, HTML / content developmentExperience working with Development or technical teams from a client-
facing roleAbility to grasp complex system workflows and understand cause / effect for actions taken in such systemsAbility to accurately document and concisely articulate system behaviors, issues, workflows and / or functionality for a variety of audiences ranging from basic users to technical teamsExcellent written and verbal (telephone) communication skills in EnglishDemonstrated ability to work within tight timeframesStrong self-
initiative and flexibility are a mustKnowledge of Microsoft PowerPoint, Word and ExcelExperience in a deadline-driven, fast-
paced, high-growth environment preferredAbility to manage multiple assignments simultaneouslyExperience with enterprise HR software products a plusOur Culture : Our mission is to empower people, businesses and communities.
A culture created less by what we do and more by who we are. When people are asked to describe the team, the answer is always the same : smart, cool, dependable, and visionary.
We are not a typical tech company (paid sabbaticals, generous stock units, education reimbursement, and 100% paid employee health coverage), because, well, our employees aren't your typical techies.
What We Do : Cornerstone OnDemand (NASDAQ : CSOD) helps organisations to recruit, train and manage their people. We work with hundreds of the world’s largest companies from Walgreens and Starwood Hotels & Resorts to Deutsche Post DHL and Xerox and thousands of smaller ones to help them engage their workforces and empower their people.
Our software impacts every aspect of the employee experience, helping people to make their best work even better which ultimately translates into greater business results.
Check us out on Linkedin, The Muse, Glassdoor, and Facebook!Based in Santa Monica, California, the company’s solutions are used by more than 40 million people in 192 countries and in 43 languages.
Check us out on Linkedin, The Muse, Glassdoor, and Facebook!LI-BHM1