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.

• 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)

• 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