Technical Support Expert

hace 2 meses


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo
Job Overview

We are seeking a skilled Technical Support Engineer to join our team at ServiceNow. This role involves providing top-notch technical assistance to customers, ensuring timely and effective case resolution.

About the Role

In this position, you will work as a trusted technical resource for our global customer base. Your primary responsibility will be to resolve complex technical issues related to the ServiceNow software and platform.

  • You will assist customers with critical issues and high-priority cases, providing exceptional support experience.
  • Communicate effectively with customers and internal teams through various channels, including case management, phone calls, and digital platforms.
  • Manage customer expectations and experiences to achieve high levels of satisfaction.
Key Responsibilities
  1. Assess, troubleshoot, resolve, and perform root cause analysis for ServiceNow product issues.
  2. Stay up-to-date with our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.
  3. Collaborate with other internal teams on complex issues requiring cross-SME skills.
  4. Contribute to the growth of best practices for delivering support services.
  5. Maintain technical expertise in assigned areas of product functionality and share knowledge through mentoring and training sessions.
  6. Suggest and implement improvements to internal processes and work on technical and non-technical projects.
  7. Create proactive scripts to automate repetitive tasks or enable faster troubleshooting.
  8. Develop knowledge base materials focused on operational efficiency and empowering customers.
  9. Maintain impeccable case hygiene and customer-related files and records.
Requirements

To succeed in this role, we need someone with:

  • 2-4 years of customer-facing technical support experience.
  • Strong communication skills to articulate technical details effectively.
  • Ability to troubleshoot complex technical issues with ease.
  • Excellent written and verbal communication skills to clearly articulate solutions to complex problems.
  • Strong personal commitment to quality and customer service.
Estimated Salary Range

$85,000 - $110,000 per annum, depending on location and experience.


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