Technical Support Professional

hace 1 semana


San Francisco, Heredia, Costa Rica Servicenow A tiempo completo

Company Overview

At ServiceNow, our technology empowers the world to work for everyone. We innovate in ways that deliver exceptional value to our customers and communities. Our team of change makers is driven by a restless curiosity and a passion for ingenuity.

We prioritize the well-being of our employees, recognizing that their best work happens when they live their best lives. We foster a culture of collaboration, mutual respect, and continuous learning. Together, we strive to make a meaningful impact on the world.

With over 7,700 customers worldwide, including approximately 85% of the Fortune 500, we are proud to be one of the FORTUNE 100 Best Companies to Work For and World's Most Admired Companies. Learn more about Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Job Description

The Technical Support Engineer plays a critical role in guiding our customers through complex technical issues, ensuring timely and effective case resolution. In support engineering, customer satisfaction is paramount, and our daily efforts focus on delivering an exceptional experience.

As a technical resource, you will resolve technical cases created by customers seeking assistance with understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform. Your expertise in the ServiceNow platform and core functionalities will be essential in employing diagnostic tools to isolate potential causes of issues.

You will manage and resolve challenging issues assigned to you, often coordinating assistance from additional teams for more complex cases. Creative problem-solving, a collaborative nature, and flexibility are key to your success. Additionally, Support Engineers provide input across business units regarding process and product improvements based on their unique perspective when working on technical issues for customers.

Opportunity

This position requires a bachelor's degree in computer science and 0-2 years of related experience, as well as fluency in Portuguese, Spanish, and English. We seek individuals who can diagnose the entire technology stack, from front-end to back-end, to determine where to start troubleshooting an issue. This role involves strong interpersonal skills and technical abilities, as well as the ability to work outside of normal business hours (evening/weekend shifts, holidays) as needed.

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.
  • Affectively assess, troubleshoot, resolve, and provide root cause analysis for ServiceNow Product issues.
  • Understand our platform, cloud technologies, and troubleshooting practices to ensure successful resolution of challenging technical situations.
  • Collaborate with other internal teams on complex issues requiring 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.


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