ServiceNow, Inc. Hiring for Sr. Customer Service Representative at Hyderabad, India Full Time

ServiceNow is changing the way people work. With a service-orientation toward the activities, tasks and processes that make up day-to-day work life, we help the modern enterprise operate faster and be more scalable than ever before. 

We’re disruptive. We work hard but try not to take ourselves too seriously. We are highly adaptable and constantly evolving. We are passionate about our product, and we live for our customers. We have high expectations and a career at ServiceNow means challenging yourself to always be better.

ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:

• Log cases on the IT Service Desk and maintaining details of software / hardware problems detected.

• Provide initial triage technical support by answering customer inquiries, solving problems and providing product information via case, phone or e-mail in a timely efficient manner.

• Represent peers in Global Forums in Transfer of Information (TOI) and other training sessions.

What you get to do in this role:

• Perform initial triage of customer cases with documented solutions and/or workarounds, answering support queries via phone or ServiceNow CRM in a timely efficient manner.

• You will be escalating to internal or external support resources and Subject Matter Experts when necessary.

• Acting as a customer advocate, prioritizing and managing assigned issues, backlog and escalations in the queue with little or no supervision.

• You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-throughs.

• Identify self-service documentation gaps and create Knowledge Base Articles to help the customer.

• You will provide support for ServiceNow customers by managing multiple cases every day.

• You will provide support to team members.

• You will participate in User Acceptance Testing (UAT).

• You will assist with promoting an increase in CSAT & 48-HR Relief, and a decrease in TTRf.

• You should be willing to work on rotational basis for weekend shifts, holidays and/or on-call as needed.

To be successful in this role you have:

• Strong written and verbal communication skills is a must.

• Strong analytical and problem-solving skills – you always find a way to make it work.

• Solid experience working in a helpdesk environment over phone dealing with international customers.

• Strong technical skills to resolve end user issues on a first call resolution basis.

• Ability to resolve complex support ticket requests.

• Ability to prioritize and manage multiple responsibilities that are time sensitive.

• Exposure to working with cross functional teams.

• The ability to communicate effectively with people at all levels.

• The ability to have difficult conversations with customers.

• The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.

• Strong understanding of ITIL Skills and business processes.

• 5-8 years working within a Technical Support environment.

• The ability to work as part of a team and on their own initiative.

Desired requirements :

• A good understanding of the ServiceNow platform is an advantage.

• Experience with using and troubleshooting SaaS applications.

What’s it like to work @ ServiceNow?

Career growth is a way of life at ServiceNow; our managers truly develop employees. Add new skills to your resume, take on new challenges and discover your full potential. 

We provide competitive compensation, generous benefits and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong on aptitude and attitude will have an opportunity to grow their professional careers through working with some of the most advanced technology and talented developers in the business.

ServiceNow is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status or any other category protected by law.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here (https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/other-document/careers/new-world-of-work-personas.pdf) to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at talent.acquisition@servicenow.com for assistance.

For positions requiring access to technical data subject to export control regulations, including Export Administration Regulations (EAR), ServiceNow may have to obtain export licensing approval from the U.S. Government for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by the U.S. Government.

Please Note: Fraudulent job postings/job scams are increasingly common. Click here (https://www.servicenow.com/fraudulent-job-scams.html) to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site (https://www.servicenow.com/careers.html) .

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