Praneeth Patlola
This listing was posted on Willhire.
Customer Support Representative
Location:
San Diego
Description:
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. x
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More About this Listing: Customer Support Representative
Customer Support Representative is a Customer Service Customer Support Specialist Job at Servicenow located in United States. Find other listings like Customer Support Representative by searching Oodle for Customer Service Customer Support Specialist Jobs.
Customer Support Representative is a Customer Service Customer Support Specialist Job at Servicenow located in United States. Find other listings like Customer Support Representative by searching Oodle for Customer Service Customer Support Specialist Jobs.