Customer Support Representative
Customer Support Representative
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Job Description
ServiceNow is currently seeking a motivatedCustomer Support Representative to join ourCustomer Support team in location supporting our globally growing customer base. You shall be responsible for providing bestinclass support for the ServiceNow platform to ensureapositive customer experience. In this role you will:
- Log cases on the IT Service Desk and maintain 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 email in a timely efficient manner.
- Represent peers in Global Forums in the 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 walkthrough.
- Identify selfservice documentation gaps and create Knowledge Base Articles to help the customer.
- You will provide support for ServiceNow customers by managing multiple cases daily.
- You will assist peers with their cases.
- You will participate in User Acceptance Testing (UAT).
Qualifications :
To be successful in this role we need someone who has:
- Experience in leveraging or critically thinking about how to integrate AI into work processes decisionmaking or problemsolving. This may include using AIpowered tools automating workflows analyzing AIdriven insights or exploring AIs potential impact on the function or industry.
- Any IT or Engineering graduates from a recognized university.
- Technical background and an ability to learn and absorb technology quickly.
- Great written and verbal communication skills
- 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.
- 3 5 years working within an IT environment
- The ability to work as part of a team and on their own initiative.
Note: Shift Timings will be from 1 AM to 10 PM IST mandate
Desired requirements
- A good understanding of the ServiceNow platform is anadvantage
- Experience with using and troubleshooting SaaS applications.
Additional Information :
Work Personas
We approach our distributed world of work with flexibility and trust. Work personas (flexible remote or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.
Equal Opportunity Employer
ServiceNow 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.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
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Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
