Product Support Specialist

**We're looking for a**
**Product Support Specialist (Auckland, Remote)**

**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.
- 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 mínimal 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

**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 90 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.

Check us out on Linkedin, Comparably, Glassdoor, and Facebook

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