Lead Technical Support Specialist

1 week ago


San Diego, California, United States ServiceNow Full time
Job OverviewAbout Us

At ServiceNow, we empower organizations to achieve more through our innovative technology solutions. Our dynamic team is driven by a shared vision of excellence and a commitment to making a positive impact in the world. We believe in fostering an environment where creativity thrives, and every individual is encouraged to contribute their unique skills and perspectives.

As a recognized leader in the industry, we proudly serve a diverse clientele, including a significant portion of the Fortune 500. Our accolades include being listed among the FORTUNE 100 Best Companies to Work For and being recognized as one of the World's Most Admired Companies.

Role Summary

The Technical Support Specialist plays a vital role in our global team, acting as a trusted resource for our clients during critical situations to ensure swift and effective resolution of their inquiries. The focus on customer satisfaction is paramount, and our support engineers are integral to the overall success of our clients and the health of our organization.

In this position, you will address technical cases submitted by clients seeking assistance with troubleshooting unexpected behaviors or clarifying technical inquiries related to our software and platform.

Key Responsibilities:
  • Deliver exceptional customer support experiences by building trust and demonstrating empathy.
  • Utilize excellent communication skills to resolve issues through various channels, including web, chat, email, and phone support.
  • Develop a comprehensive understanding of the ServiceNow platform and its core functionalities.
  • Employ diagnostic tools to identify the root cause of technical issues.
  • Manage and resolve complex issues, collaborating with other teams as necessary.
  • Provide valuable insights across business units regarding process and product enhancements based on your experiences with client technical issues.

Qualifications:
  • Minimum of 4 years of experience in customer-facing technical support.
  • Proven ability to troubleshoot complex technical challenges.
  • Familiarity with basic Java/JavaScript coding.
  • Strong commitment to quality and customer service.
  • Proficiency in Portuguese is a plus, but not mandatory.

Compensation and Benefits:

We offer a competitive compensation package, including base salary, equity opportunities, and a comprehensive benefits plan. Our benefits include health plans, flexible spending accounts, a 401(k) plan with company matching, and generous leave policies. Compensation is adjusted based on geographic location and individual qualifications.

Equal Opportunity Employer:

ServiceNow is dedicated to creating a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, ensuring that everyone has the opportunity to contribute and succeed within our organization.

For additional information about our work culture and employee experiences, please visit our official website.

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