Expert Customer Support Specialist

5 days ago

Solapur, Maharashtra, India beBeeTechnical Full time ₹ 40,00,000 - ₹ 90,00,000

Job Overview:

The Technical Support Engineer is responsible for providing exceptional customer support experiences through various technologies, including web, chat, email, case updates, and direct telephone support.

Key Responsibilities:

  • Resolve technical cases created by customers seeking help to understand or troubleshoot unexpected behaviors or answer technical questions about the ServiceNow software and platform.
  • Provide amazing customer support using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues.
  • Understand the ServiceNow platform and core functionalities while employing various diagnostic tools to isolate potential causes of issues.
  • Manage and resolve challenging issues assigned, potentially coordinating assistance from additional teams for complex cases.
  • Contribute to process and product improvements across business units due to their unique perspective when working on technical issues for customers.

Required Skills & Qualifications:

  • Bachelor's degree in computer science or a related field (or equivalent degree and experience).
  • 2+ years of customer-facing technical support experience with ITOM applications.
  • Excellent communication skills (verbal and written).
  • Ability to comprehend and modify server-side object-oriented JavaScript, Unix Shell scripting, and Windows scripting, as well as PowerShell.
  • Server administration across OS platforms (Windows/Unix), including understanding of user permission levels, domain configuration, group policy objects, and SUDO Policies.
  • Familiarity with protocols such as HTTP, TCP, FTP/SFTP, SOAP, and REST, as well as troubleshooting tools like Wireshark and Traceroute.
  • Strong troubleshooting/root cause isolation skills, creative problem-solving approach, and strong analytical skills.
  • Analyzing log files and standard debugging concepts.
  • Knowledge of incident management, knowledge base, defect, and escalation management practices.

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