Senior Technical Support Professional

hace 1 semana


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

About the Role

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As a Senior Technical Support Engineer at Servicenow, you will be part of a global organization entrusted with guiding our customers through critical issues to ensure timely and effective case resolution.

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The Technical Support Engineer is a key member of our support engineering team, responsible for resolving technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the Servicenow software and platform.

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In this role, you will employ various diagnostic tools to isolate the potential cause of the issue, while understanding the Servicenow platform and all core functionalities. You will also work collaboratively with other internal teams on complex issues that require cross-SME skills.

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To succeed in this position, you will need strong communication skills to articulate technical details with customers, TSEs, other SME teams, and internal leaders in a way that can be clearly understood. You will also need excellent written and verbal communication skills to provide solutions to complex technical problems.

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Key Responsibilities

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- Assist customers on critical issues and high-priority cases to provide a best-in-class support experience.

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- Communicate with customers and our teams through case, phone, and other digital methods.

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- Manage customers' expectations and experience in a way that results in high customer satisfaction.

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- Assess, troubleshoot, resolve, and provide root cause analysis for Servicenow Product issues.

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Qualifications and Skills

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- 2-4 years of customer-facing technical support experience.

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- Strong personal commitment to quality and customer service.

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- Ability to troubleshoot difficult technical issues with ease and complexity.

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- Advanced understanding of the Servicenow platform and cloud technologies.



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