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Customer Support Representative

2 months ago

Santa Clara, California, United States ServiceNow Full time
About the Role

We are seeking a highly motivated and detail-oriented Customer Support Representative to join our team at ServiceNow. As a key member of our Customer Support team, you will be responsible for providing exceptional support to our globally growing customer base.

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 or email in a timely and efficient manner.
  • Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
  • 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.
  • Escalate 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).
Requirements
  • Technical background and ability to learn and absorb technology quickly.
  • Great written and verbal communication skills.
  • Prior experience working in a helpdesk environment over phone, using technical skills to resolve end-user issues on a first-call resolution basis.
  • Ability to communicate effectively with people at all levels.
  • Ability to have difficult conversations with customers.
  • Ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
  • Ability to work as part of a team and on their own initiative.
Qualifications
  • Understanding of ITIL skills and business processes.
  • 2+ years working within an IT environment.