Technical Support Expert

1 dzień temu


Kraków, Polska Cornerstone OnDemand Pełny etat
About Us

Cornerstone OnDemand is a leading provider of cloud-based HCM solutions.

Job Summary

We are seeking an experienced Advanced Technical Support Specialist to join our team. As a key member of our support team, you will provide world-class technical support to our customers using our SaaS solutions.

Key Responsibilities
  • Case Management: Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues.
  • Provide telephone and written support to customers, resolving technical and functional problems of varied complexity.
  • Troubleshoot using all available knowledge resources including log file analysis.
  • Replicate customer problems on test environments in order to isolate root cause and find a solution.
  • Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate.
  • Clearly articulate to customers and management a problem definition and a resolution plan.
  • Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLAs.
Process Improvement / Knowledge Building
  • Knowledge Building: Build deep understanding of multiple products to become an expert.
  • Increase technical expertise via attending training sessions, reading technical documentation.
  • Coach/Train L1 Team.
Requirements
  • About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suites.
  • Highly committed individual with a background in a problem-solving, customer service environment.
  • Highly organized with understanding of processes, SLAs and tools in product support.
  • Strong written and verbal communication skills with an ability to speak confidently and articulately with customers.
  • Ability to influence in order to build productive relationships across teams.
  • University Degree in Computer Science (or equivalent).
  • Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment.
  • Fluency in English and French. Additional languages will be appreciated.

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