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ServiceNow Technical Support Specialist

2 months ago

Sydney, New South Wales, Australia ServiceNow Full time
About the Role

As a Technical Support Engineer for ServiceNow, you will be part of a global organization tasked with guiding our customers through critical issues to ensure timely and effective case resolution.

The Support Engineer plays a crucial role in delivering exceptional customer experiences, using skills that include building trust, showing empathy, and excellent communication to answer customer questions and resolve issues through various technologies.

You will be responsible for resolving technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

Key Responsibilities
  • Resolve technical cases through various technologies, including web, chat, email, case updates, and direct telephone support
  • Employ various diagnostic tools to isolate the potential cause of the issue
  • Manage and resolve challenging issues assigned to you, and coordinate assistance from additional teams for more complex cases
  • Provide input across business units regarding process and product improvements due to your unique perspective
Requirements
  • Bachelor's degree in Computer Science or related field (or equivalent experience)
  • Minimum three years providing customer-facing technical support (web-based products or e-commerce preferred)
  • Strong experience working with dynamic HTML components: AJAX, JavaScript, CSS, XML, HTML, XHTML
  • Strong experience with AngularJS and GraphQL
  • Strong experience working in Java or similar backend programming language
What We Offer

At ServiceNow, we offer a culture of belonging, inclusivity, collaboration, and customer focus.

We provide competitive compensation, generous benefits, and a professional atmosphere.

We strive to create an accessible and inclusive experience for all candidates, and we are committed to diversity, equity, and inclusion.