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Customer Care Representative
2 months ago
Customer Support Representative
Location: Remote or Flexible
Employment Type: Full-time
Region: North America
Employee Type: Regular
Company Overview:
ServiceNow is dedicated to enhancing the workplace experience for individuals. Our cloud-based solutions and platforms streamline digital workflows, fostering exceptional experiences and boosting productivity for both employees and organizations. With a rapidly expanding customer base, including a significant portion of the Fortune 500, we are recognized as one of the most admired companies globally.
We seek individuals who are eager to contribute to our ongoing success and support our mission to improve the world of work.
Role Responsibilities:
In this position, you will:
- Document calls and incidents within the IT Service Desk, ensuring accurate records of software and hardware issues.
- Provide initial technical support, addressing inquiries via phone or email promptly and efficiently.
- Escalate complex issues to internal or external support teams and Subject Matter Experts as needed.
- Assist users in navigating the ServiceNow platform by offering guidance and training.
- Conduct initial assessments of customer cases, utilizing documented solutions and workarounds.
Qualifications:
To excel in this role, you should possess:
- A technical background with a strong aptitude for quickly grasping new technologies.
- Previous experience in a customer support or care role within an Enterprise Software or SaaS environment.
- Effective communication skills, capable of engaging with individuals at all organizational levels.
- The ability to ask clear and concise questions to accurately identify customer issues.
- A collaborative mindset, able to work both independently and as part of a team.
Additional Information:
ServiceNow is an Equal Employment Opportunity Employer. We value diversity and encourage all qualified applicants to apply without regard to race, color, creed, religion, sex, sexual orientation, national origin, age, disability, gender identity, marital status, veteran status, or any other category protected by law.
All new hires in the United States must be fully vaccinated against COVID-19, with exceptions as required by law. Proof of vaccination or an approved accommodation will be required upon starting.
For positions requiring access to technical data subject to export control regulations, ServiceNow may need to obtain export licensing approval from the U.S. Government for certain individuals. Employment is contingent upon obtaining any necessary export licenses or approvals.
Work Personas:
Employees are categorized based on their work arrangements, which may include Remote, Flexible, or Required in Office.
