Product Support Specialist (Auckland)

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. This position might require remote on-call services. This Support role provides support through different channels, including phone and Salesforce cases. The role might include shift hours / weekend / public holiday on-call duties.

In this role you will...

• Develop a deep knowledge of Cornerstone’s solutions
• Leverage all available resources to document customers’ issues and related resolutions accurately and efficiently.
• Provide multi-channel support to internal and external clients (telephone, email, and other online channels) resolving technical and functional problems of varied complexity
• Troubleshoot problems related to product applications, functions, installation, integration, and configuration.
• Handle all types of customer and business situations: assessing severity, impact, and document complex issues for escalation to more senior support specialists when needed.
• 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
• Collaborate with Team Members to deliver on customer-focused organizational objectives
• Use your growing experience and knowledge to provide input on frequently asked questions documents, and create, review, and update knowledge base articles.
• Be required to stay apprised of new product features and functionality

You’ve got what it takes if you have…

• 2+ years of prior professional experience in a customer support environment delivering outstanding customer service and working with HRIS, CRM or other Cloud Solution Suites
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• High commitment and proven analysis and troubleshooting skills background
• Adaptable team player that is capable of prioritizing, organizing, and managing multiple priorities with changing timeframes
• Competence to grasp complex system workflows, to understand cause and effect for actions taken in a business process or software system.
• Ability to review the information at hand and make decisions with minimal guidance
• Highly organized with experience of processes, SLA’s and tools in Customer Support
• Ability to listen effectively and show patience while working with customers
• Strong written and verbal communication skills with an ability to speak confidently and articulately with customers
• Ability to multitask effectively and work well under pressure interacting with clients under stressful circumstances
• Ability to influence to build productive relationships across teams
• Ability to coordinate with other teams to ensure timely resolutions
• Experience with fiddler logs and Splunk is an asset
• Consideration for privacy and security obligations
• Fluency in additional languages welcomed

Extra dose of awesomeness if you have...

• Bachelor's degree in Computer Science or related experience and/or training
• Experience with relational databases
• Experience with data feeds, API’s and data manipulation via excel or similar tools