Technical Support Engineer

ServiceNow • Orlando, FL

472d

About The Position

The Support Engineer at ServiceNow is responsible for resolving technical cases created by customers who need assistance with the ServiceNow software and platform. This role emphasizes providing exceptional customer support experiences through effective communication, empathy, and trust-building. The engineer will utilize diagnostic tools to troubleshoot issues, manage complex cases, and collaborate with other teams when necessary. Additionally, they will contribute insights for process and product improvements based on their interactions with customers.

Requirements

• 0-2+ years of customer-facing technical support experience.
• Ability to troubleshoot difficult technical issues with ease and complexity.
• Ability to read basic Java/JavaScript code.
• Personal commitment to quality and customer service.

Nice To Haves

• Willingness to apply even if not meeting every qualification, valuing inclusivity and diverse backgrounds.

Responsibilities

• Resolve technical cases created by customers regarding unexpected behaviors or technical questions about the ServiceNow software and platform.
• Provide exceptional customer support experiences through various communication channels including web, chat, email, and telephone support.
• Utilize diagnostic tools to isolate potential causes of issues and troubleshoot complex technical problems.
• Manage and resolve challenging issues while coordinating assistance from additional teams for more complex cases.
• Provide input across business units regarding process and product improvements based on customer interactions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees