Customer Service Representative

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.  

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

ServiceNow is currently seeking a motivated  Customer Support Representative to join our  Customer Support team in San Diego, CA. In this role, you will be 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.

What you get to do in this role:

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. 
• 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 provide support to team members. 
• You will participate in User Acceptance Testing (UAT). 
• You will manage escalated cases and backlog. 
• You will assist with promoting a 5% Increase in CSAT & 48-HR Relief, and 5% Decrease in TTR. 
• You will manage Global Queue Manager (GQM) Duties (Cross-Team collaboration to manage cases) 

Qualifications

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

• Strong analytical and problem-solving skills - you always find a way to make it work. 
• Ability to resolve complex support ticket requests. 
• Ability to prioritize and manage multiple responsibilities that are time sensitive. 
• Exposure to working with cross functional teams. 
• Leadership Skills: Lead by Example. 
• Exposure to working with Managers. 
• The ability to communicate effectively with people at all levels. 
• Strong 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 have difficult conversations with customers. 
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem. 
• Strong understanding of ITIL Skills and business processes. 
• 4+ years working within an IT environment. 
• The ability to work as part of a team and on their own initiative. 

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 comp