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Lead Technical Support Specialist

2 months ago

Orlando, Florida, United States ServiceNow Full time
Job OverviewCompany Overview

At ServiceNow, we harness technology to create a seamless experience for everyone, and our dedicated team makes it all possible. We operate swiftly because the world demands it, and we innovate uniquely for our clients and communities. By joining ServiceNow, you become part of a dynamic team of innovators who possess a relentless curiosity and a passion for creativity. We understand that your best contributions arise when you lead a fulfilling life and showcase your distinct talents, so we strive to facilitate that. Together, we aspire to achieve great things, supporting one another in realizing our individual and collective aspirations. The future is bright, and it begins with you.

With over 7,700 clients, we cater to approximately 85% of the Fortune 500, and we take pride in being recognized as one of the FORTUNE 100 Best Companies to Work For and among the World's Most Admired CompaniesTM.

Discover more about our culture on the Life at Now blog and hear firsthand from our employees about their experiences at ServiceNow.

Role Responsibilities

The Technical Support Specialist is a vital part of a global team, acting as a technical advisor to assist our clients during critical situations to ensure prompt and effective resolution of issues. In this role, the customer experience is paramount and central to our daily operations. ServiceNow's support team is crucial to our clients' success and the overall health of our organization.

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 queries regarding the ServiceNow platform.

A successful candidate will be dedicated to delivering exceptional customer support experiences, employing skills such as building trust, demonstrating empathy, and communicating effectively to resolve client inquiries through various channels including web, chat, email, case updates, and direct phone support.

Comprehending the ServiceNow platform and its core functionalities will be essential while utilizing diagnostic tools to identify potential issues. The specialist is expected to diligently manage and resolve complex issues assigned to them but may need to collaborate with additional teams for more intricate cases. Therefore, innovative problem-solving, a collaborative spirit, and adaptability will be crucial for your success.

Additionally, support specialists play a significant role in providing feedback across business units regarding process and product enhancements due to their unique insights gained from addressing technical challenges for clients.

Qualifications

Key Qualifications and Skills:
  • 4+ years of experience in customer-facing technical support
  • Proficient in troubleshooting complex technical issues
  • Ability to interpret basic Java/JavaScript code
  • Skilled in articulating solutions to intricate technical problems
  • Strong commitment to quality and customer service

Additional Information

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we prioritize flexibility and trust in our distributed work environment. If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application process and need an alternative method for applying, please reach out for assistance.

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