Overview:
ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in San Diego, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience.
In this role you will:
- Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.
- Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
- Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
What you get to do in this role:
- Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.
- You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
- You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.
- Identify self-service documentation gaps.
- You will provide support for ServiceNow Store Applications.
- You will manage multiple cases daily.
- You will assist peers with their cases.
- You will participate in User Acceptance Testing (UAT).
- Desired requirements:
- A good understanding of the ServiceNow platform is an advantage
- Experience with using and troubleshooting SaaS applications
Note: This position requires to be onsite two days a week. Wednesdays and Thursdays are currently prominent but may change.
Screening Questions (must be present in resume):
- Please share an example of a time when you had to multi-task and make sound judgments in a fast-paced, high stress environment, while at the same time keep people informed?
- Share an example of a time when you had to interact with people/groups of widely varying disciplines, cultures, and backgrounds. Explain how you influenced them to follow your lead?
Hiring Manager Notes:
From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?
- Technical background and ability to learn and absorb technology quickly.
- Great written and verbal communication skill.
- Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
- The ability to communicate effectively with people at all levels.
- The ability to have difficult conversations with customers.
- The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
- Basic understanding of ITIL Skills and business processes.
- 2 - 4 years working within an IT environment
- The ability to work as part of a team and on their own initiative.
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