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Cornerstone onDemand
The Advanced Technical Support Specialist is responsible for supporting clients on the Saba Cloud product. Advanced Technical Support Specialists work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex software questions and issues encountered in Saba's applications. This position requires a talented individual who excels in comprehensive problem analysis, software support and customer service. Essential Duties and Responsibilities Provide world-class software support to Saba system administrators during EST business hours. Provide multi-channel support to internal and external clients (telephone, email, etc.). Take ownership of complex or time critical support issues to ensure timely resolution and overall customer satisfaction. Collaborate with Cloud Operations and Engineering to solve system and software defects. Develop customer facing technical documents and knowledge base articles. 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. Perform after-hours/week-end on call duty periodically. Work with other departments to prepare for new product introductions. May travel to customer sites to troubleshoot environment sensitive problems. Qualifications & Experience Minimum of 3 years of experience in Customer Support, Professional Services or Software Development required. Prior experience in Customer Support preferred. Experience with Learning, Human Capital or Talent Management systems desired. Experience with Content Development desired. Experience with SQL programming (ex: Oracle/SQL Server) is an asset. Experience with Web App Server and Web Servers (ex: JBoss/Tomcat/WLS/WS) is an asset. 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. Ability to work independently while prioritizing and addressing multiple issues effectively. Ability to work flexible hours with minimal notice Fluency in French or Spanish is an asset.