Overview
Join to apply for the
Advanced Technical Support Engineer
role at
Cornerstone On Demand.
The Advanced Support specialist is a member of a strong technical team delivering world-class support for some of our Saa S solutions. They should be motivated to help customers resolve issues and will use their problem-solving skills to ensure an outstanding customer experience. Our Support teams 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 Level 2 Support role will require analyzing and documenting defects with the Development team, and liaising with multiple internal teams to deliver fixes whilst maintaining direct engagement with the customer.
In this role you will…
Responsibilities
Understand multiple products from our portfolio and demonstrate an ability to help customers find solutions to their issues
Provide telephone and written support to customers, resolving technical and functional problems of varied complexity
Troubleshoot using all available knowledge resources including log file analysis
Replicate customer problems on test environments in order to isolate root cause and find a solution
Ability to handle all types of customer and business situations: assessing severity, impact, and escalate to management when appropriate
Clearly articulate to customers and management a problem definition and a resolution plan
Ensure high customer satisfaction through prompt handling of tickets, communication with customers and adherence to SLA’s
Allocate time to projects as required
Process Improvement / Knowledge Building
Know and understand all processes
Easily adjust to change in processes
Build network of people to assist in processes
Build deep understanding of at least one product to become an Expert
Increase technical expertise via attending training sessions, reading technical documentation
You’ve got what it takes if you have / are…
Highly committed individual with a background in a problem solving, customer service environment
Highly organized with understanding of processes, SLA’s and tools in product support
Strong written and verbal communication skills with an ability to speak confidently and articulately to customers
Ability to listen effectively and show patience while working with customers
Ability to multitask effectively and work well under pressure
Ability to influence in order to build productive relationships across teams
Ability to learn new technologies quickly
Intermediate knowledge of Linux and Windows Operating Systems
Experience with the technology stack (Java, Tomcat, Oracle)
Experience supporting and troubleshooting web applications
About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suites
Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
Consideration for privacy and security obligations
Fluency in English. Additional languages will be appreciated
Our Culture
Spark Greatness. Shatter Boundaries. Share Success. Are you ready? Because here, right now – is where the future of work is happening. Where curious disruptors and change innovators like you are helping communities and customers enable everyone – anywhere – to learn, grow and advance. To be better tomorrow than they are today.
Total Rewards
At Cornerstone, we are dedicated to inspiring excellence and pushing boundaries in everything we do. Our compensation strategy is based on three fundamental principles: equitable pay, market-driven research, and skill-based appraisals. As part of our mission to share success and empower individuals to thrive in an ever-changing world, the listed salary range is just one element of Cornerstone’s comprehensive compensation package. This compensation package may also include annual bonuses, short- and program-specific awards depending on the role, and a comprehensive benefit offering. The disclosed salary range reflects the geographic differential based on the location of the position if applicable. The starting salary for the successful applicant will depend on several job-related factors, including education, training, experience, certifications, location, business needs, and market demands. This range is based on a full-time position and may be adjusted in the future. The BASE salary range for this position is: 113100 - 181000 PLN.
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