Technical Support Expert

1 week ago


Sydney, New South Wales, Australia ServiceNow Full time
Overview

ServiceNow is a global organization that provides technical support to its customers. As a Senior Technical Support Engineer, you will be part of a team that guides customers through critical issues and ensures timely resolution.

Job Summary

We are looking for a highly skilled and experienced technical support engineer to join our team. The ideal candidate will have a strong background in customer-facing technical support and be able to troubleshoot complex technical issues with ease.

About the Role

This role is responsible for resolving technical cases created by customers who need help understanding or troubleshooting unexpected behaviors or answering technical questions about the ServiceNow software and platform. You will work closely with customers to identify the root cause of the issue and provide solutions.

Key Responsibilities
  • Provide exceptional customer support through various communication channels, including web, chat, email, case updates, and direct telephone support.
  • Analyze and troubleshoot complex technical issues using diagnostic tools and resources.
  • Work collaboratively with internal teams to resolve challenging issues and improve processes.
  • Contribute to process and product improvements by providing input on technical issues and feedback from customers.
Qualifications and Skills
  • 4+ years of experience in customer-facing technical support.
  • Ability to troubleshoot difficult technical issues with ease and complexity.
  • Strong understanding of Java/JavaScript code.
  • Excellent communication and problem-solving skills.
  • Personal commitment to quality and customer service.
What We Offer

As a Senior Technical Support Engineer at ServiceNow, you can expect a competitive salary of $120,000 - $150,000 per year, depending on location and experience.

Benefits

We offer a range of benefits, including flexible work arrangements, opportunities for professional growth and development, and a comprehensive benefits package.



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