Product Support Specialist

The Product Support Specialist is a member of a strong support team delivering world-class support for Cornerstone’s global customer base.

They must be genuinely excited to help our customers resolve issues and will use their extensive problem-solving skills to make sure they deliver an outstanding customer experience.

Support Specialists are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLA’s are met across the global customer base.

This Support role provides support through different channels, including phone and Salesforce cases.

In this role you will...

• Develop a deep knowledge of Cornerstone’s solutions.
• 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 escalate 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.

You’ve got what it takes if you have…

• 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.

Extra dose of awesomeness if you have...

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