Product Support Specialist

2 tygodni temu

Kraków, Lesser Poland Cornerstone OnDemand Pełny etat
Product Support Specialist

This role is a key member of our strong support team, delivering world-class support for Cornerstone's global customer base. As a Product Support Specialist, you will be responsible for providing exceptional customer service, resolving technical and functional problems, and ensuring high customer satisfaction through prompt handling of tickets and adherence to SLA's.

Key Responsibilities:

• Develop a deep knowledge of Cornerstone's solutions and provide expert-level support to customers.
• Provide telephone and written support to customers, resolving technical and functional problems of varied complexity.
• Handle all types of customer and business situations, assessing severity, impact, and escalating to management when appropriate.
• Ensure high customer satisfaction through prompt handling of tickets, communication with customers, and adherence to SLA's.
• Understand and follow process and guidelines for case handling.
• Use your growing experience and knowledge to contribute to the knowledgebase.
• Resolve customer issues through either phone or web-based support cases.

Requirements:

• High commitment and a background in a problem-solving, customer support environment.
• Highly organized with experience of processes, SLA's, and tools in Customer Support.
• Strong written and verbal communication skills with an ability to speak confidently and articulately with customers.
• Ability to listen effectively and show patience while working with customers.
• Ability to multitask effectively and work well under pressure.
• Ability to influence in order to build productive relationships across teams.
• Experience troubleshooting web applications.
• Basic knowledge of network diagnostics such as fiddler traces and browser developer tools.
• About 1 year of prior experience in Customer Support working with HRIS, CRM, or other Cloud Solution Suites.

Preferred Qualifications:

• Bachelor's degree in Computer Science or related experience and/or training.
• Experience in technical support.

Total Rewards:

At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal. In Krakow Office, the base salary range for this position is: 76,300 - 122,100 PLN. If you work outside of Krakow Office, the salary range may be different and will be applicable to your country, currency, and market. In addition to competitive base pay, the compensation package for this role may include other incentives like bonus or commission, along with a generous benefits package. Where an individual's pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.

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