Customer Support Representative - ServiceNow

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Benefit options available depending on contract factors and upon meeting requirements.

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.
• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.
• Escalating to internal or external support resources and Subject Matter Experts when necessary.
• Supporting users in the use of the ServiceNow platform by providing necessary advice and/or training.
• Perform initial triage of customer cases with documented solutions and/or workarounds.
• Manage 5-7 cases daily.

To be successful in this role, you will need:

• Technical background and ability to learn and absorb technology quickly.
• Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
• The ability to communicate effectively with people at all levels.
• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
• The ability to work as part of a team and on their own initiative.

Pursuant to the California Fair Chance Act, Los Angeles County Fair Chance Ordinance for Employers, Los Angeles Fair Chance Initiative for Hiring Ordinance, and San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness, meet client expectations, standards, and accompanying requirements, and safeguard business operations and company reputation.