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. We're building an AI-native culture where technology and talent are unstoppable together.
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 to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.
- Understand the ServiceNow platform and all core functionalities while employing various diagnostic tools to isolate the potential cause of the issue.
- Diligently manage and resolve challenging issues assigned to them, coordinating assistance from additional teams for more complex cases.
- Provide input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.
Requirements
- Experience in leveraging or critically thinking about how to integrate AI into work processes, decision-making, or problem-solving.
- 1-2+ 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.