Senior Technical Support Specialist

hace 3 semanas


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

About the Role

We are seeking a highly skilled Technical Support Engineer to join our global team at ServiceNow. As a Technical Support Engineer, you will play a critical role in providing technical assistance to our customers, ensuring timely and effective case resolution.

Key Responsibilities

  • Assist customers on critical issues and high-priority cases to provide a best-in-class support experience.
  • Communicate with customers and our teams through case, phone, and other digital methods.
  • Manage customers' expectations and experience in a way that results in high customer satisfaction.
  • Assess, troubleshoot, resolve, and provide root cause analysis for ServiceNow Product issues.
  • Understand our platform, cloud technologies, and troubleshooting practices to ensure the successful resolution of challenging technical situations.
  • Collaborate with other internal teams on complex issues that require cross-SME skills.
  • Contribute to the growth of best practices for the delivery of support services.
  • Maintain technical expertise in assigned areas of product functionality and share this knowledge via mentoring and training sessions with other engineers.
  • Suggest and implement improvements to internal processes and work on technical and non-technical projects.
  • Create proactive scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
  • Write knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
  • Maintain impeccable case hygiene and customer-related files and records.

Requirements

  • 2-4 years of customer-facing technical support experience
  • Strong Communication skills to articulate technical details with customers, TSEs, other SME teams, and internal leaders in a way that can be clearly understood.
  • Ability to troubleshoot difficult technical issues with ease and complexity
  • Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
  • Strong personal commitment to quality and customer service
  • Ability to troubleshoot multiple difficult technical issues simultaneously

About ServiceNow

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can't wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity.



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