Customer Support Representative - job 1 of 4

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.

ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in location, 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 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 e-mail 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 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: 

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI’s 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 an advantage 
• Experience with using and troubleshooting SaaS applications. 

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 [email protected] 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. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.