Lead Technical Support Specialist

2 weeks ago


Orlando, Florida, United States ServiceNow Full time
Job Overview

Company Overview:
ServiceNow is a pioneering organization that began its journey in San Diego, California, in 2004. With a commitment to innovation, we have evolved into a global leader, delivering AI-driven technology solutions to over 8,100 clients, including a significant portion of the Fortune 500. Our intelligent cloud platform is designed to connect people, systems, and processes, enabling organizations to enhance their operational efficiency.

Role Responsibilities:

The Technical Support Engineer plays a crucial role within our global team, acting as a technical advisor to assist clients during critical situations, ensuring prompt and effective resolution of issues. The focus is on delivering exceptional customer experiences, which is at the heart of our support engineering efforts.

In this position, the engineer will address technical inquiries and troubleshoot unexpected software behaviors reported by clients. A successful candidate will demonstrate a strong commitment to providing outstanding customer support, utilizing skills such as building rapport, empathy, and effective communication to resolve issues through various channels, including web, chat, email, and phone support.

Proficiency in understanding the ServiceNow platform and its core functionalities is essential. The engineer will employ diagnostic tools to identify the root causes of issues and manage complex cases, collaborating with other teams as necessary. Creative problem-solving, teamwork, and adaptability are vital for success in this role.

Additionally, support engineers contribute valuable insights across business units regarding process and product enhancements, drawing from their unique experiences in resolving technical challenges for clients.

Qualifications:

Essential Skills and Experience:

  • Minimum of 4 years in customer-facing technical support roles
  • Proven ability to troubleshoot complex technical issues effectively
  • Familiarity with basic Java/JavaScript coding
  • Capability to articulate solutions for intricate technical problems
  • Strong dedication to quality and customer service

Work Environment:
We embrace a flexible approach to work, allowing for various work personas based on the nature of the role.

Equal Opportunity Commitment:
ServiceNow is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to any protected characteristics.

Accessibility:
We strive to ensure an accessible experience for all candidates. If you require accommodations during the application process, please reach out for assistance.



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