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Customer Support Expert

1 tydzień temu

Kraków, Lesser Poland Cornerstone Research Pełny etat

We're seeking a talented Customer Support Expert to join our team at Cornerstone Research.

About the Role:

This position involves providing world-class support to our global customer base through various channels, including phone and Salesforce cases. As a key member of our support team, you will be responsible for delivering exceptional customer experiences by resolving technical and functional problems of varying complexity.

Key Responsibilities:

  • Develop in-depth knowledge of Cornerstone's solutions to provide effective support.
  • Provide telephone and written support to customers, addressing technical and functional issues.
  • Assess severity, impact, and escalate situations when necessary, ensuring high customer satisfaction.
  • Understand and follow process guidelines for case handling and contribute to the knowledgebase with your growing experience and knowledge.
  • Resolve customer issues through either phone or web-based support cases.

Requirements:

  • A background in problem-solving and customer support environments.
  • Highly organized with experience in processes, SLAs, and tools in Customer Support.
  • Strong written and verbal communication skills for confident and articulate interactions with customers.
  • Ability to listen effectively and show patience while working with customers.
  • Multitasking ability and capacity to work well under pressure.
  • Influence skills to build productive relationships across teams.
  • Experience troubleshooting web applications.
  • Basic knowledge of network diagnostics such as fiddler traces and browser developer tools.
  • Prior experience in Customer Support working with HRIS, CRM, or other Cloud Solution Suites.