Technical Support Specialist

hace 3 semanas


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

**About the Role**

At ServiceNow, we're committed to delivering exceptional support experiences for our customers. As a Technical Support Engineer, you'll play a critical role in ensuring timely and effective case resolution, leveraging your technical expertise to guide customers through complex issues.

**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.
  • 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.

**Requirements**

  • 0-2 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.

**What We Offer**

We're looking for individuals who can successfully diagnose the entire technology stack, from the front end to the back end, to determine where to start troubleshooting an issue. This is a customer-facing role and therefore it requires strong interpersonal skills in addition to strong technical skills. The Technical Support Engineer must be able to work outside of normal business hours (evening/weekend shifts, holidays) as needed.



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