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Technical Support Engineer

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ServiceNow

15d ago

  • Job
    Full-time
    Entry & Junior Level
  • Customer Relations
    IT & Cybersecurity
  • Orlando

AI generated summary

  • You should have 0-2+ years in customer-facing technical support, strong troubleshooting skills, basic Java/JavaScript reading ability, and a commitment to quality and customer service.
  • You will resolve technical cases, provide customer support via various channels, utilize diagnostic tools, collaborate with teams, and suggest process improvements based on customer interactions.

Requirements

  • 0-2+ years 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

Responsibilities

  • In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.
  • A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
  • Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.
  • Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

FAQs

What is the main responsibility of a Technical Support Engineer at ServiceNow?

The main responsibility is to resolve technical cases created by customers, helping them understand or troubleshoot unexpected behaviors and answering technical questions about the ServiceNow software and platform.

What qualifications are required for this role?

Candidates should have 0-2+ years of customer-facing technical support experience, the ability to troubleshoot complex technical issues, and basic knowledge of Java/JavaScript code.

Is previous experience in the tech industry necessary to apply?

No, ServiceNow encourages candidates from diverse backgrounds to apply, even if they have non-traditional paths or experience.

How important is customer service in this role?

Customer service is a personal commitment required in this role, as providing amazing customer support experiences is essential to success.

Will I need to collaborate with other teams?

Yes, you may need to coordinate assistance from additional teams for more complex cases, making a collaborative nature key to your success.

What work personas does ServiceNow offer?

ServiceNow offers flexible, remote, or required in-office work personas based on the nature of the work.

Is ServiceNow an equal opportunity employer?

Yes, ServiceNow is an equal opportunity employer and considers all qualified applicants without regard to various protected categories.

What should I do if I need accommodations during the application process?

If you require a reasonable accommodation to complete any part of the application process, you can contact globaltalentss@servicenow.com for assistance.

Is understanding the ServiceNow platform necessary for this role?

Yes, understanding the ServiceNow platform and its core functionalities is essential for troubleshooting and resolving customer issues effectively.

Are there opportunities for process and product improvements in this role?

Yes, support engineers provide valuable input across business units regarding process and product improvements based on their experiences working on technical issues for customers.

A purpose-driven company. Making work, work better for people guides everything we do.

Technology
Industry
10,001+
Employees
2004
Founded Year

Mission & Purpose

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud-based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow.

Culture & Values

  • Wow our customers

  • Win as a team

  • Create belonging

  • Stay hungry and humble

Benefits

  • Generous family leave

  • Flexible PTO

  • Matched donations

  • 401(k) matching

  • Annual learning stipends

  • Paid volunteer time