It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.
About The Work
The Support Specialist is to ensure a high degree of customer satisfaction with our products and services. It is a very self-driven position that requires a commitment to driving issues to full resolution.
What you get to do in this role:
- Take ownership of customer issues from inception through resolution, and provide personal support to our customers
- Research, diagnose, troubleshoot, and identify resolutions to customer issues related to Training and Certification service offerings utilizing our systems, utilities, and support processes with assistance from team members, and learn best practices for problem resolution
- Provide regular and frequent communication to customers to ensure customers are fully advised as to the progress being made toward issue resolution
- Effectively and professionally communicate complex technical issues to teams within ServiceNow, such as product management, software engineering, sales and quality assurance
- Compose internal documentation that fully reflects all activity related to resolution of support requests
- Be an advocate for customer requests; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues
- Elevate customer issues to senior staff as needed, providing detailed description of problems along with steps taken to analyze the problem
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents
- Strive to minimize response time as well as time from the initial contact to resolution
- Exercise discernment – identify when to escalate a situation and how to handle difficult situations
- Maintain a positive attitude about our software and services
- Experience providing professional level support preferred
- Good collaborative skills, applied successfully within team as well as with other areas
- Speak or write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
- Able to thrive in a fast-paced environment
- Good critical thinking and problem-solving skills
- Organized and experienced at successful multi-tasking
- Sharp, fast learner with a technical curiosity and aptitude
- Commitment to customer satisfaction and quality service
- The ability to effectively shift priorities and work at a rapid pace
- Ability to effectively interface with all levels inside and outside the company, including senior management
- Intermediate to advanced MS Office skills; skilled at using Outlook
- Experience in a matrixed, global business environment
Equal Opportunity Employer
Magnit Global is an equal 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. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.
