Customer Support Representative

**Company Description**
At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.

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.

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

**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.
- Acting as a customer advocate, prioritizing and managing assigned issues, backlog and escalations in the queue with little or no supervision.
- You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-throughs.
- 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 every day.
- You will provide support to team members.
- You will participate in User Acceptance Testing (UAT).
- You will assist with promoting an increase in CSAT & 48-HR Relief, and a decrease in TTRf.
- You should be willing to work on rotational basis for weekend shifts, holidays and/or on-call as needed.

**Qualifications**
**To be successful in this role, we need someone who has**
- Strong written and verbal communication skills is a must.
- Strong analytical and problem-solving skills - you always find a way to make it work.
- Solid experience working in a helpdesk environment over phone dealing with international customers.
- Strong technical skills to resolve end user issues on a first call resolution basis.
- 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.
- 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.
- Strong understanding of ITIL Skills and business processes.
- 3-6 years working within a Technical Support 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.

**Additional Information**
ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

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