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Hours Full-time, Part-time
Location Bloomington, IN
Bloomington, Indiana

About this job

Department: Support Services
Reports To: Director of Application Support

Position Summary

As an Application Specialist you will be responsible for providing excellent customer service on all assigned Cornerstone Information Systems applications and solutions for a growing technology company focused on the travel industry. This includes providing technical assistance to customers upon request, courteously and promptly resolving customer questions and problems, documenting all related case records, effectively communicating with Management and colleagues to achieve customer and Cornerstone objectives. You will be held accountable for the quality and responsiveness toward achieving high performance SLAs, managing and completion of strategic customer projects, incident management efficiency and overall customer satisfaction resolving service requests.

Qualified candidates must have demonstrated skills toward systems troubleshooting (hardware & software) and the ability to learn new application solutions (software) skills. Candidates must have excellent communication and documentation skills with the ability to engage in customer problems from creation to completion. Furthermore, travel Industry technical and operations knowledge is desired along with proven aptitude and experience with travel industry based technology.

The ideal candidate will have a combination of education, training and experience that includes a minimum of three (3+) years working experience in a customer service related position, high-availability software environment, SaaS application operations, demonstrated travel industry experience or relevant service experience. An AS/BS degree or equivalent work experience is desired.

Duties and Responsibilities:

The responsibilities for the Application Specialist will include but not be limited to participation in the following areas:

Professionalism in all customer relationships
Telephone application support
Email application support
Manage information and cases via Salesforce
Application Knowledge
  • Accuracy in resolving cases
  • Contribute to the application knowledgebase
  • Contribute to colleague knowledgebase
Responsible for high quality and integrity of case resolutions
Monitoring availability and performance of Cornerstone SaaS applications
Responsible for customer loyalty and retention

Knowledge, Skills, and Abilities:

To perform the job successfully, an individual should demonstrate the following:

Highly motivated and able to work independently
Strong work ethic with high standards of quality
Attention to detail / detail oriented
Ability to manage multiple support cases concurrently
Travel operations industry experience
Strong written and verbal communication skills
Excellent relationship skills
Effective troubleshooting and decision making skills
Professional and courteous
Proven interpretation, problem solving and research skills
Ability to accept accountability for actions
Team Player

Knowledge, Skills, and Abilities:

Associates Degree (AS) and/or Bachelors Degree (BA / BS)
Three (3+) years related customer service experience
Equivalent combination of education and experience acceptable

Compensation:

Cornerstone Information Systems offers a benefits package to full-time employees including medical, dental, vacation, employee revenue sharing, and 401k. Cornerstone is an equal opportunity employer (EOE) and strongly supports diversity in the workforce.

To apply send resume to Cornerstone Information Systems, Systems Department, 300 West Sixth Street, Bloomington, IN 47404 or email to jobs@ciswired.com