Advanced Technical Support Expert

7 godzin temu


Kraków, Polska Cornerstone OnDemand Pełny etat

Cornerstone OnDemand is seeking a highly skilled Advanced Technical Support Expert to join our team. This individual will play a crucial role in delivering world-class support for our SaaS solutions.

About the Role

The ideal candidate will possess extensive problem-solving skills, strong communication abilities, and a passion for helping customers resolve issues efficiently.

Main Responsibilities
  • Case Management:
  • Providing comprehensive technical and functional support to customers, resolving complex problems through effective troubleshooting and root cause analysis.
  • Replicating customer issues on test environments to isolate root causes and implement efficient solutions.
  • Assessing severity, impact, and escalating cases to management when necessary, ensuring prompt handling of tickets and high customer satisfaction.
  • Maintaining a deep understanding of multiple products from our portfolio, leveraging this expertise to deliver exceptional customer experiences.
  • Process Improvement / Knowledge Building:
  • Staying up-to-date with all processes, adapting easily to changes, and building a network of people to assist in process improvement.
  • Becoming an expert in multiple products, expanding technical knowledge through training sessions and reading technical documentation.
  • Sharing expertise by coaching and training L1 team members, contributing to a culture of continuous learning and development.
Requirements and Qualifications
  • A minimum of 3-4 years of experience in Customer Support or working with HRIS, CRM, or Cloud Solution Suites.
  • A degree in Computer Science (or equivalent) and fluency in English and French, with additional languages being an asset.
  • Demonstrated commitment to valuing diversity and creating an inclusive work environment.

We are looking for a motivated individual who can contribute to our team's success. If you have a passion for problem-solving, excellent communication skills, and a desire to learn and grow, we encourage you to apply.


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