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Product Support Specialist (Auckland, New Zealand)

Full time
Expires in: EXPIRED
No Longer Available


he Product Support Specialist is a member of a strong technical team delivering world-class support for Cornerstone s global customer base. They must be genuinely excited to help our customers resolve issues and will use their extensive problem-solving skills to make sure they deliver an outstanding customer experience. Support Specialists are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLA s are met across the global customer base. This Support role provides support through different channels, including phone and Salesforce cases. The role includes shift hours / weekend / public holiday on-call duties. In this role you will... Develop a deep knowledge of Cornerstone s solutions Provide telephone and written support to customers, resolving technical and functional problems of varied complexity Handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate 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 Use your growing experience and knowledge to contribute to the knowledgebase Resolve customer issues through either phone or web-based support cases Be available on weekends/public holidays for on-call critical cases You ve got what it takes if you have 2+ years of prior experience in Customer Support working with HRIS, CRM or other Cloud Solution SuitesHigh commitment and a background in a problem solving, customer support environmentHighly organised with experience of processes, SLA s and tools in Customer SupportStrong written and verbal communication skills with an ability to speak confidently and articulately with customersAbility to listen effectively and show patience while working with customersAbility to multitask effectively and work well under pressureAbility to influence in order to build productive relationships across teamsExperience troubleshooting web applicationsBasic knowledge of network diagnostics such as fiddler traces and browser developer toolsFluency in additional languages welcomedDemonstrated commitment to valuing diversity and contributing to an inclusive working and learning environmentConsideration for privacy and security obligations 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