Our international client requires a motivated Technical Customer Support Representative to join their Customer Support team for 18 months, supporting our clients' globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform to ensure a positive customer experience.
Duties:
Log cases on the IT Service Desk and maintain details of software/hardware problems detected.
Provide initial triage technical support by answering customer questions, solving problems, and providing product information via case, phone, or e-mail in a timely and efficient manner.
Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
Escalating to internal or external support resources and Subject Matter Experts when necessary.
Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training.
Technical background and ability to quickly learn and absorb new technologies.
Great written and verbal communication skills.
Prior experience working in a helpdesk environment over the phone, using technical skills to resolve end-user issues on a first call resolution basis.
The ability to communicate effectively with people at all levels.
The ability to have difficult conversations with customers.
The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
Basic understanding of ITIL Skills and business processes.
2 - 4 years working within an IT environment, and the ability to work as part of a team and on your initiative.
In this role, you will:
Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
What you get to do in this role:
Log cases on the IT Service Desk and maintain details of software/hardware problems detected.
Provide initial triage technical support by answering customer inquiries, solving problems, and providing product information via case, phone, or e-mail in a timely and efficient manner.
Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.
Escalating to internal or external support resources and Subject Matter Experts when necessary.
Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training.
Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely and efficient manner.
You will be escalating to internal or external support resources and Subject Matter Experts when necessary.
You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or a walk-through.
Identify self-service documentation gaps.
You will provide support for ServiceNow Store Applications.
Manage multiple cases daily.
You will assist peers with their cases.
You will participate in User Acceptance Testing (UAT
To be successful in this role:
Prior experience in a Customer HUB or Customer Care function for an Enterprise Software or SaaS environment is highly desired.
A good understanding of the ServiceNow platform is an advantage. Experience with using and troubleshooting SaaS applications
Interested: Please apply.