What you get to do in this role:
- Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for delivery of support services.
- Understand our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
- Manage and resolve all issues.
- Experience assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
- Manage customers' expectations and experience in a way that results in high customer satisfaction.
- Maintain technical expertise in assigned areas of product functionality and use that expertise to help customers.
- Opportunity to become Subject Matter Expert in assigned areas of product functionality and utilize that expertise effectively to help customers. Share and deliver knowledge sessions with peers globally.
- Opportunity to create scripts to automate repetitive tasks or scripts to enable faster troubleshooting.
- Help in development and mentoring of team members in various technologies and ServiceNow Platform.
- Suggest and implement improvements to internal processes.
- Work on technical and non-technical projects.
- Communicate with customers and our teams through case, phone and other electronic methods.
- Create knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
- Maintain impeccable case hygiene and customer related files and records.
- Role requires working in 24/7 shifts on a rotational basis.
To be successful in this role you have:
- Bachelor's in Computer Science (or related technical degree) or 4+ years of related experience within technical support or software coding environment
- Experience with the following:
- UI development or support experience
- Experience in two (or more) of the following: CSS, AJAX, ReactJS, GraphQL, AngularJS, Mobile application development
- Reading and debugging Java and JavaScript code (Writing JavaScripts will be beneficial)
- Troubleshooting experience using browser developer tools
- Advance knowledge of the components in cloud/web applications and experience in Application Support. Mobile application support experience will be bonus.
- Scripting languages: JavaScript, Python, Perl, Unix Shell, Windows Shell)
- Good experience with relational databases (e.g. MySQL, Oracle).
- Good experience writing or debugging Object Oriented code (Java preferred, other relevant technologies ok)
- Experience using Linux/Unix OR Microsoft Server
- Demonstrated ability to understand the problem statement and troubleshoot complex technical issues with ease
- Excellent written and verbal communication skills with the ability to clearly articulate solutions to complex technical problems
- Personal commitment to quality and customer service
- Ability to multi-task and efficiently manage case backlog
- Should be a team player working efficiently in a collaborative environment
- Proven ability to maintain a professional demeanor when handling complex user issues (difficult customers)
- Leading investigation and resolving complex issues and escalations while demonstrating exceptional technical understanding, business process and customer needs in timely manner.
Desired Skills
- Experience providing SaaS support
- Experience developing applications within the ServiceNow Platform
- Experience diagnosing performance related issues.
- Experience using tools like Eclipse, Splunk, Xcode, Android studio, SauceLab