As a Senior Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and provide technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer into ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements. As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.
Duties
- 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.
- Assess, troubleshoot, resolve and provide 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.
- Suggest and implement improvements to internal processes and work on technical and non-technical projects.
- Communicate with customers and our teams through case, phone and other digital 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.
- Handle incoming phone calls for existing and new customer issues.
