Product Support Specialist

1 dzień temu

Kraków, Lesser Poland Cornerstone OnDemand Pełny etat
Join Our Cornerstone Team

As a Product Support Specialist at Cornerstone OnDemand, you will be part of a strong support team delivering world-class support for our global customer base. Your extensive problem-solving skills will help you deliver an outstanding customer experience, and your strong communication skills will enable you to advocate for our customers while managing their expectations to ensure strict SLAs are met.


Key Responsibilities:

  • Develop a deep knowledge of Cornerstone's solutions and 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 SLAs.
  • Understand and follow process and guidelines for case handling and contribute to the knowledge base.
  • 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, SLAs, 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 and basic knowledge of network diagnostics.
  • About 1 year of prior experience in Customer Support working with HRIS, CRM, or other Cloud Solution Suites.

Total Rewards:

At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal. The base salary range for this position is: 76,300 - 122,100 PLN. 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.

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