Customer Support Representative

Description:

Full Job Description

Company Description
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

Job Description

What you get to do in this role

• Log calls and incidents on the IT Service Desk and maintain details of software/hardware problems detected.
• Provide initial triage technical support; answer support queries via phone or e-mail in a timely efficient manner.
• Escalate to internal or external support resources and Subject Matter Experts when necessary.
• Support users in the use of the ServiceNow platform by providing necessary advice and/or training.
• Perform initial triage of customer cases with documented solutions and/or workarounds.

Qualifications
To be successful in this role you have

• Technical background and ability to learn and absorb technology quickly.
• Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
• The ability to communicate effectively with people at all levels.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• The ability to work as part of a team and on their own initiative.