Provide customers with a best in class service experience in order to gain high customer satisfaction level
Provide day to day functional and technical software application solutions and support to our clients
Troubleshoot software application issues
Log client reported issues on our case tracking system
Gain a deep understanding of the Cornerstone application including the hundreds of complex features configuration options
Provide constant and proactive ongoing communication with clients.
Create accurate, reliable, and complete case activity updates suitable for maintaining an accurate knowledgebase
Ensure proper, timely follow-up on assigned cases to ensure service level agreements are met and client satisfaction is high
Required Skills and Experience
Experience in building SCORM courses
Experience in Web development
Strong Customer Orientation Skills
English -- High level read / write (English work environment). Additional European languages strong advantage French/German/Italian/Spanish/Portuguese mother tongues.
1 - 3 years' experience with client facing technical services or software application support
Analytical -- must possess the ability to understand clients' business processes and workflows and translate them into system functionality to help clients meet their needs with
existing system features
Autonomous learning capabilities
Ability to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system. This skill is critical to troubleshooting issues to distinguish between user error and actual system defects
Excellent verbal and written communication skills and professional etiquette
Skilled with Microsoft Office programs (Word, Excel, Outlook, etc.)
Supportive team player
Flexible and adapts well to rapid change
Other Desired Skills
A relentlessly positive disposition.
Excellent people and teamwork skills.
Ability to remain calm, diplomatic, and cooperative under stressful conditions.
Attention to detail.
Accurate data entry and computer competency.
The ability to prioritize, stay organized, and multi-task in a fast paced environment.
General understanding of internet technology.