About the company
ServiceNow is the AI control tower for business reinvention. Our ServiceNow AI platform brings together any AI, any data, and any workflow—helping 85% of the Fortune 500® work smarter, faster, and better.
Responsibilities
- 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.
- Provide amazing customer support experiences using skills that include building trust, showing empathy and excellent communication.
- Employ various diagnostic tools to isolate the potential cause of the issue.
- Manage and resolve challenging issues assigned, coordinating assistance from additional teams for more complex cases.
- Mentor and coach junior members of the team.
- Provide input across business units regarding process and product improvements.
Requirements
- 6+ years customer facing technical support expertise and coaching team members.
- Ability to troubleshoot multiple difficult technical issues with ease and complexity.
- Advanced understanding of JavaScript.
- TCP/IP, Networking knowledge.
- Ability to read advanced Java/JavaScript code and SQL, with exposure to broader infrastructure services, operating systems, hardware, and networking.
- Ability to discuss issues with the customer and development team and provide solutions to customer cases.
- Personal commitment to quality and customer service.
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
Conditions
- Full-time, regular employee.
- Work Persona: Flexible.