Customer Support Representative

3 weeks ago

Hyderabad, Telangana, India Allyis Full time

Job Title: Customer Support Representative

Role and responsibilities

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 and create Knowledge Base Articles to help the customer.
  • You will provide support for ServiceNow customers by managing multiple cases daily.
  • You will assist peers with their cases.
  • You will participate in User Acceptance Testing (UAT).

Section 4: Mandatory Requirements

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

  • Any IT or Engineering graduates from a recognized university.
  • Technical background and an ability to learn and absorb technology quickly.
  • Great written and verbal communication skills
  • 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.
  • 3 - 5 years working within an IT environment
  • The ability to work as part of a team and on their own initiative.

Section 5: Desired requirements

  • A good understanding of the ServiceNow platform is an advantage
  • Experience with using and troubleshooting SaaS applications.

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