Technical Support Engineer - Employee and Customer Management

Summary

Join ServiceNow as a Support Engineer and resolve technical cases for customers seeking help with the ServiceNow software and platform. You will provide amazing customer support experiences, utilizing strong communication and problem-solving skills. Leverage various technologies, including web, chat, email, and phone support, to answer customer questions and resolve issues. Understanding the ServiceNow platform and its core functionalities is essential, along with using diagnostic tools to identify problem causes. You will manage and resolve challenging issues, collaborating with other teams when necessary. Contribute to process and product improvements by providing input based on your customer interactions.

Requirements

• Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving. This may include using AI-powered tools, automating workflows, analyzing AI-driven insights, or exploring AI's potential impact on the function or industry
• 0-2+ years customer facing technical support experience
• Ability to troubleshoot difficult technical issues with ease and complexity
• Ability to read Java/JavaScript code and basic HTML/CSS and SQL knowledge
• Personal commitment to quality and customer service

Responsibilities

• Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform
• Provide amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support
• Understanding the ServiceNow platform and all core functionalities
• Employ various diagnostic tools to isolate the potential cause of the issue
• Diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases
• Provide input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers