Customer Support Representative

Description:

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.

Job Description

What you get to do in this role
 

• Log calls and incidents on the IT Service Desk and maintaining details of software / hardware problems detected.
• Provide initial triage technical support; answering support queries via phone or e-mail in a timely efficient manner.
• Perform initial triage of customer cases with documented solutions and/or workarounds.
• 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.
   

Qualifications

To be successful in this role you have the -
 

• 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.
• Ability to communicate effectively with people at all levels.
• Ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• Ability to work as part of a team and on their own initiative