Senior Product Support Specialist

The Senior Product Support Specialist will play a critical role in providing technical assistance for Cornerstone’s Support customer base. As a member of CSOD Global Customer Support, Support Engineers provide real-time technical support on Cornerstone Enterprise products through e-mail and phone interactions with customers and by using Cornerstone’s internal incident tracking system. The fundamental goal of this position is to help our customers achieve success using our products. The job involves handling and resolving complex technical queries and issues in the areas of product functionality or architecture and defect correction. The position is responsible for maintaining a high and personalized quality of customer support with our strategic customer base, being aware of the breadth of Cornerstone’s service and solution offerings and identifying opportunities that bring the customer’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.

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

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 New Zealand, The base salary range for this position is: 70600 - 113000 NZD. If you work outside of New Zealand, 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 a premier people development company. We believe people can achieve anything when they have the right development and growth opportunities. We offer organizations the technology, content, expertise and specialized focus to help them realize the potential of their people. Featuring comprehensive recruiting, personalized learning, modern training content, development-driven performance management and holistic employee data management and insights, Cornerstone’s people 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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