Customer Support Representative, 35557457
Overview:
We are 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.
· Note: This position requires to be onsite two days a week. Wednesdays and Thursdays are currently prominent but may change.
Screening Questions (must be present in resume):
1. How many years of experience with customer facing support?
2. What kind of technical issues have you dealt with in the past? (please explain in detail)
3. Provide me with an example of how you would handle an escalation or a frustrated customer?
Hiring Manager Notes:
From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?
· Technical background and ability to learn and absorb technology quickly.
· Great written and verbal communication skill.
· 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 have difficult conversations with customers.
· The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
· Basic understanding of ITIL Skills and business processes.
· 2 - 4 years working within an IT environment
· The ability to work as part of a team and on their own initiative.
Pay Rate Range:
· $20-21.20/hr.
