Job Information
Cornerstone onDemand Product Support Specialist in Krakow, Poland
The Product Support Specialist is part of the Global Customer Support Team, responsible for providing support to clients on the Cornerstone OnDemand (CSOD) Talent Management Suite. Product Support Specialists work via telephone and electronic communication with clients to acknowledge, analyze, and resolve complex software questions and issues encountered in Cornerstone OnDemand’s applications. This position requires a talented individual who can passionately and patiently educate clients on how our product is designed to work and excels in comprehensive problem analysis, software support, and customer service.
In this role you will….
Provide multi-channel support to internal and external clients (telephone, email, and other online channels)
Leverage all available resources to document customers’ issues and related resolutions accurately and efficiently
Troubleshoot problems related to product applications, functions, installation, integration, and configuration
Provide input on Frequently Asked Questions documents as well as create review and update knowledge base articles
Document complex issues for escalation to more senior support specialists
Collaborate with Team Members to deliver on customer-focused organizational objectives
Be required to stay apprised of new product features and functionality
You’ve got what it takes if you have / are…
A first professional experience in a customer support environment delivering outstanding customer service and support in a multichannel enterprise B2B environment
Technical training or college/university study in information technology
Experience interacting with clients under stressful circumstances
Advanced communication skills (oral and written)
Proven analysis and troubleshooting skills
Adaptable team player that is capable of prioritizing, organizing, and managing multiple priorities with changing timeframes
Ability to review the information at hand and make decisions with minimal guidance
Experience with fiddler logs and Splunk is an asset
Ability to coordinate with other teams to ensure timely resolutions
Competence to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system
Fluency in English. Additional languages will be appreciated
Equal Employment Opportunity has been, and will continue to be, a fundamental commitment at Cornerstone OnDemand. All qualified applicants are given consideration regardless of race, color, gender, age, sexual orientation, national origin, marital status, citizenship status, disability, veteran status, or any other protected class as provided in applicable Federal, State, or Local fair employment laws. If you have a disability or special need that requires accommodation, please contact us at careers@csod.com