Technical Systems Support Specialist

4 days ago

StainesuponThames, Surrey, United Kingdom ServiceNow Full time
Job Description

Key Responsibilities:

The Support Engineer is a critical role within our global organization, serving as a technical resource to guide our customers through complex issues, ensuring timely and effective case resolution. In this capacity, the customer's positive experience is paramount, and we strive to deliver exceptional service.

Solving Technical Challenges:

The Support Engineer will resolve technical cases created by customers seeking help with unexpected behaviors or technical questions about the ServiceNow software and platform. This requires a deep understanding of the ServiceNow platform and its core functionalities, as well as the ability to employ various diagnostic tools to isolate potential causes.

Collaboration and Problem-Solving:

A successful candidate will be committed to providing outstanding customer support experiences, using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies. The engineer is expected to work collaboratively with other teams to resolve complex cases and employ creative problem-solving techniques to overcome challenging issues.

Qualifications and Skills:

  • 4+ years of customer-facing technical support experience
  • Ability to troubleshoot complex technical issues with ease
  • Ability to read basic Java/JavaScript code
  • Ability to explain solutions to complex technical problems
  • Personal commitment to quality and customer service

ServiceNow Culture:

We approach our work with flexibility and trust, recognizing the diversity of our global team. We value inclusivity and welcome candidates from diverse backgrounds, including non-traditional paths. Our unique experiences enrich our team, and we strive to create an accessible and inclusive experience for all candidates.

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