CSR, Customer Service

Company Description

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before.   

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.  

ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in location, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:  

·                Log cases on the IT Service Desk and maintaining 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 efficient manner. 

·                Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions. 

Job Description

What you get to do in this role:

·                Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely 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 walk-through. 

·                Identify self-service documentation gaps. 

·                You will provide support for ServiceNow Store Applications. 

·                You will manage multiple cases daily. 

·                You will assist peers with their cases. 

·                You will participate in User Acceptance Testing (UAT). 

Qualifications

To be successful in this role, we need someone who has: 

·                Technical background and ability to learn and absorb technology quickly. 

·                Great written and verbal communication skill 

·                Prior experience working in a helpdesk environment over 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 

·                The ability to work as part of a team and on their own initiative. 

·                Language: Portuguese  

Desired requirements 

·                A good understanding of the ServiceNow platform is an advantage 

·                Experience with using and troubleshooting SaaS applications. 

What’s it like to work @ ServiceNow?  

Career growth is a way of life at ServiceNow; our managers truly develop employees. Add new skills to your resume, take on new challenges and discover your full potential.   

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.  

JV20

For positions in California (outside of the Bay Area), we offer a base pay of $70,600 - $109,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will