Advanced Technical Support Specialist

We're looking for a Advanced Technical Support Specialist This role is Hybrid

The Advanced Support specialist is a member of a strong Advanced team delivering world-class support for some of our SaaS solutions. 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. Our Support teams are strong communicators and will advocate for our customers whilst managing their expectations to ensure strict SLAs are met across the global customer base.

In this role you will….

• Case Management
• 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 multiple products to become an Expert.
• Increase technical expertise via attending training sessions, reading technical documentation.
• Coach/Train L1 Team.
  
  

You’ve got what it takes if you have / are…

• About 3-4 years of prior experience in Customer Support or working with HRIS, CRM or any other Cloud Solution Suits
• 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 with customers
• Ability to influence in order to build productive relationships across teams
• University Degree in Computer Science (or equivalent)
• Demonstrated commitment to valuing diversity and contributing to an inclusive working and learning environment
• Fluency in English. Additional languages will be appreciated.
  
  

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 Tel Aviv Office, The base salary range for this position is: 175600 - 281000 ILS. If you work outside of Tel Aviv Office, 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 apremier people development company. We believe people can achieve anything whenthey have the right development and growth opportunities. We offerorganizations the technology, content, expertise and specialized focus to helpthem realize the potential of their people. Featuring comprehensive recruiting,personalized learning, modern training content, development-driven performancemanagement and holistic employee data management and insights, Cornerstone’speople 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.

Check us out on LinkedIn , Comparably , Glassdoor , and Facebook !