Technical Support Engineer /Customer Support Rep- Hyderabad - WFO
Technical Support Engineer /Customer Support Rep- Hyderabad - WFO
Posted on :
05-09-2025
Employer Active
1 Vacancy
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Job Description
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 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).
To be successful in this role we need someone who has-
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:
- You should be willing to work on rotational basis for weekend shifts holidays and/or on-call as needed.
Desired requirements
A good understanding of the ServiceNow platform is an advantage
Experience with using and troubleshooting SaaS applications.
Any IT or Engineering graduates from a recognized university
Employment Type
Full-time
Key Skills
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