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Lead Technical Support Specialist
2 months ago
Company Overview:
At ServiceNow, we empower individuals and organizations through innovative technology that enhances operational efficiency. Our team is driven by a shared vision of making the world work for everyone, and we pride ourselves on our rapid pace of innovation. Joining ServiceNow means becoming part of a dynamic group of professionals dedicated to making a difference.
With a diverse clientele of over 7,700 customers, including a significant portion of the Fortune 500, we are honored to be recognized among the FORTUNE 100 Best Companies to Work For and the World's Most Admired Companies.
We encourage candidates from all backgrounds to apply, as we value diverse experiences and perspectives. At ServiceNow, we believe that skills and experiences are transferable, and we are committed to fostering an inclusive environment.
Role Responsibilities:The Technical Support Engineer plays a crucial role in our global support organization, acting as a technical resource for our clients during critical incidents to ensure effective and timely resolution of issues. The focus of this role is to enhance customer satisfaction by providing exceptional support experiences.
In this position, you will:
- Address and resolve technical inquiries from customers regarding the ServiceNow platform.
- Utilize diagnostic tools to identify and troubleshoot complex technical issues.
- Communicate effectively with clients through various channels, including web, chat, email, and phone.
- Collaborate with cross-functional teams to manage and resolve challenging cases.
- Provide insights and feedback to improve processes and products based on your interactions with customers.
Key Skills and Experience:
- A minimum of 4 years of experience in customer-facing technical support.
- Proven ability to troubleshoot complex technical challenges.
- Familiarity with Java/JavaScript coding principles.
- Strong communication skills to explain technical solutions clearly.
- A commitment to delivering high-quality customer service.
At ServiceNow, we value flexibility and trust in our work environment. We are dedicated to providing our employees with the support they need to thrive in their roles.
