About Cornerstone:

Cornerstone is a market leader in the travel industry for mid and back-office software solutions. Our customers rely on our software to process millions of bookings and transactions every year in travel operations and expense management.

About the Role:

Cornerstone's Customer Experience team is committed to providing an outstanding customer experience. In your role as a Client Support Specialist, you will be empowered to help our customers work through complex issues. Your work will focus on supporting the iQCX and iBank products with the existing support team. You will play a critical role in our customers day-to-day experience with our products and team. You will use empathy and problem solving to ensure our customers receive prompt and effective support. You will be held accountable for quality and responsiveness toward achieving performance SLAs, incident management and customer satisfaction.

What You Will Do:

· Deliver an outstanding customer experience by solving customer issues efficiently and effectively with empathy

· Influence customer satisfaction and increase customer loyalty through exceptional conversations via multiple channels

· Communicate with customers and partners using email, chat and phone calls

· Act as voice of the customer by identifying and communicating customer pain points or opportunities to the product and engineer teams

· Discover ways to improve productivity for the Customer Experience team

· Proactively find ways to avoid recurring customer issues by recommending changes to improve process, knowledge base content and customer education

· Become an expert on Cornerstone products and customers

Knowledge, Skills and Abilities:

· 1+ year experience in a support/service role, preferably in software troubleshooting

· Strong sense of ownership and responsibility

· Technical know-how and/or research experience

· Brings positivity to our business with an appetite to grow

· Familiarity with Salesforce Service Cloud or other ticketing platforms

· Ability to apply logical problem-solving skills to isolate and resolve issues

· Strong written and verbal communication skills

· Attention to detail and strong analytical skills

· Instinct to problem solve

· Highly motivated and able to work independently in the context of a team

· Strong work ethic with high standards of quality

· Travel operations industry experience is a plus

· Ability to concisely and accurately communicate solutions or complex topics