Job Summary
We are seeking a Support Engineer to resolve technical cases created by customers related to the ServiceNow software and platform. The successful candidate will provide exceptional customer support experiences, using skills such as building trust, showing empathy, and excellent communication to answer customer questions and resolve issues.
The ideal candidate will have a strong understanding of the ServiceNow platform and its core functionalities, and be able to employ various diagnostic tools to isolate the potential cause of an issue. They will also be responsible for managing and resolving challenging issues assigned to them, and may need to coordinate assistance from additional teams for more complex cases.
As a Support Engineer, you will play a key role in providing input across business units regarding process and product improvements due to your unique perspective when working on technical issues for customers.
Key Responsibilities
* Resolve technical cases created by customers related to the ServiceNow software and platform.
* Provide exceptional customer support experiences, using skills such as building trust, showing empathy, and excellent communication to answer customer questions and resolve issues.
* Manage and resolve challenging issues assigned to them, and may need to coordinate assistance from additional teams for more complex cases.
* Contribute to process and product improvements based on their unique perspective when working on technical issues for customers.
Qualifications and Technical Skills
* 0-2+ years of customer-facing technical support experience.
* Ability to troubleshoot difficult technical issues with ease and complexity.
* Ability to read basic Java/JavaScript code.
* Personal commitment to quality and customer service.
About Us
ServiceNow is an equal opportunity employer that values inclusivity and diversity. 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, please contact globaltalentss@servicenow.com for assistance.