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.

Total Rewards:

At Cornerstone, our transparent total rewards program is based on three core tenets: equitable pay, market dynamic research, and skill-based appraisal.
In Krakow Office, The base salary range for this position is: 76300 - 122100 PLN. If you work outside of Krakow Office, the salary range may be different and will be applicable to your country, currency and market.
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.
Where an individual’s pay falls within the range is determined by factors including, but not limited to, job-related skills, experience, and relevant education or training.

Our Culture:

Our mission is to empower people, businesses and communities. A culture created less by what we do and more by who we are. When people ask what our team is about, we point to our core values: champion customer success, bring our best, achieve together, get stuff done, and innovate every day. We're always on the lookout for new, curious and capable people who can help us achieve our goal and we are seeking diversity in the people who join our team. We want to make sure that our company reflects the demographic of our customers, clients, and the communities in which we operate. So if you want to work for a friendly, global, inclusive and innovative company, we'd love to meet you!

What We Do:

Cornerstone is apremier people development company. We believe people can achieve anything whenthey have the right development and growth opportunities. We offerorganizations the technology, content, expertise and specialized focus to helpthem realize the potential of their people. Featuring comprehensive recruiting,personalized learning, modern training content, development-driven performancemanagement and holistic employee data management and insights, Cornerstone’speople development solutions are successfully used by more than 100 million+ people in 180+ countries and in nearly 50 languages.

Cornerstone takes special care to ensure the security and privacy of the data of its users.

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