Senior Product Support Specialist

s objectives and Cornerstone's solutions together for mutual benefit.

In this role you will...

• Develop a deep knowledge of Cornerstone's range of enterprise products

• Gain a thorough understanding of assigned customer's products and business objectives

• Communicate with corporate customers via telephone, email, or other media as applicable, regarding technically complex problems identified in Cornerstone's software products, and maintaining effective customer relations

• Solve user issues, ranging from basic to technically complex, including software functionality, data communication/networking troubleshooting, installation, OS and browser related issues

• Partner with cross-functional teams on complex customer issues, ensuring root cause is identified and fixed.

• Escalate & facilitate top priority, production-critical issues to the appropriate teams for resolution.

• Maintain ownership of issues until resolution, drive internal teams in support of solution needs and timely resolution, considering the customer's business impact.

• Resolve incidents and keep customer updated during the issue resolution process as per SLA's.

• Create, publish, internal and customer-facing knowledge base documentation to enhance customer engagement with Cornerstone's self-service options.

• Serve as a customer advocate within Cornerstone organization.

• Ensure customers can execute their business objectives through use of our application.

• Assist internal team with case prioritization to ensure successful go-live of new customers

• Provide customer reporting on case trends and contract compliance. (Both internally and externally as needed)

You've got what it takes if you have...

• Knowledge on SQL programming (DML/DDL/joins) is mandatory

• Knowledge on Webservices Technologies like REST API/SOAP/ODATA is added advantage

• Knowledge on NoSQL, Authentication Technologies like LDAP, SSO, OpenID, ADFS etc. is added advantage

• Hands-on experience in debugging web-based applications

• Exposure to tools like Fiddler, Wireshark, Browser based Developer Tools, Postman etc.

• Exposure in talking to client/end customers

• Strong customer service focus, good problem-solving skills, and excellent communication skills

• Ability to communicate effectively to varying levels within an organization

• Excellent organizational skills with ability to grow and work in a team

• Minimum experience of 3-4 years, in application support is mandatory

• Adaptability and a strong willingness to learn in a fast-paced environment.

• Exceptional communication skills.

• Adaptability with different shifts(9 hour shift within 6am to 11pm NZT)

• Ability to support a diverse range of product lines.

• A positive attitude.

• A strong team player mentality, working seamlessly with others to achieve common goals.

• Nice to have: Proficiency in Japanese language

Please note: Candidates with less than 3 years of experience are eligible for consideration for the Product Support Specialist role.