Customer Support Representative

4 days ago


San Diego, California, United States HonorVet Technologies Full time
Customer Support Representative

HonorVet Technologies is seeking a skilled Customer Support Representative to join our team in San Diego, CA. As a key member of our Customer Support team, you will be responsible for providing best-in-class support for the ServiceNow platform, ensuring a positive customer experience.

Key Responsibilities:

  • Log cases on the IT Service Desk and maintain detailed records of software and hardware problems.
  • Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or email in a timely and efficient manner.
  • Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.

What You Get to Do:

  • Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely and efficient manner.
  • Elevate cases to internal or external support resources and Subject Matter Experts when necessary.
  • Support users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.
  • Identify self-service documentation gaps.
  • Provide support for ServiceNow Store Applications.
  • Manage multiple cases daily.
  • Assist peers with their cases.
  • Participate in User Acceptance Testing (UAT).
  • Desired Requirements:
  • A good understanding of the ServiceNow platform is an advantage.
  • Experience with using and troubleshooting SaaS applications.


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