Lead Technical Support Specialist

1 week ago


Orlando Florida, United States ServiceNow Full time
Job Overview

Role Responsibilities:

The Technical Support Specialist is a vital member of a worldwide team dedicated to providing expert guidance to our clients during critical situations, ensuring prompt and effective resolution of their cases.

Customer Experience Focus:
In the realm of support engineering, the satisfaction of our clients is of utmost importance and is at the heart of our daily operations. The role of support engineering is crucial for both the success of our clients and the overall health of the organization.

Technical Case Resolution:
In this position, the specialist will address technical inquiries raised by clients seeking assistance to comprehend or troubleshoot unexpected software behaviors or to clarify technical aspects of the ServiceNow platform.

Commitment to Excellence:
An ideal candidate will be dedicated to delivering exceptional customer support experiences, utilizing skills such as trust-building, empathy, and outstanding communication to address client inquiries and resolve issues through various channels including web, chat, email, case updates, and direct phone support.

Platform Knowledge:
A thorough understanding of the ServiceNow platform and its core functionalities is essential, along with the ability to employ various diagnostic tools to pinpoint the potential cause of issues.

Issue Management:
The specialist is expected to effectively manage and resolve complex issues assigned to them, while also collaborating with additional teams for more intricate cases.

Creative Problem Solving:
Creative problem-solving skills, a collaborative mindset, and adaptability will be crucial for success in this role.

Input for Improvement:
Additionally, support specialists play a significant role in providing insights across business units regarding process and product enhancements, thanks to their unique perspective gained from addressing technical challenges faced by clients.



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