Senior Product Support Specialist

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SeniorHybryda·KrakówFull-time·Umowa o pracę

#472491·Dodano 6 dni temu·0

Źródło: justjoin.it

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Tech Stack / Keywords

REST APIAPISSOData IntegrationSQLTroubleshooting

Podsumowanie oferty

In Global Customer Support, you will own complex customer cases end-to-end, covering integrations, APIs, data issues, and multi-module configuration. You will also deliver Pro Desk sessions, handle escalated live support, and work with an AI copilot.

Wymagania

3+ years of technical support experience with troubleshooting depth in logs, APIs, SSO, integrations, and data flows.
Obtain Pod Specialist certification within 45 days; multi-product breadth is valued.
Teaching instinct to make customers and L1s smarter in every interaction.
Composure in escalated moments and documentation discipline that makes handoffs invisible.

Obowiązki

Own complex cases end-to-end, covering integrations, APIs, data issues, and multi-module configuration, through to resolution.
Deliver Pro Desk as the primary expert through scheduled 1:1 sessions that replace CSM coaching with certified product expertise.
Handle escalated Live Chat and voice cases, providing real-time expertise when a customer’s business is stuck.
Reproduce and document defects with repro steps, logs, and breadth data that feed EIM scoring and the OneList.
Mentor L1s daily and claim hard cases at the line-up.
Work with an AI copilot for research, review drafted responses, and close knowledge gaps.

Cornerstone OnDemand

Pracodawca

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