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CSR, Customer Service
Ref No.: 24-161675
Location: San Diego, California
Start Date / End Date: 10/07/2024 to 10/03/2025
Job Title – CSR, Customer Service
Req Id- 33853022
Duration: 12 Months
Location: San Diego, CA (Hybrid)

Job Description

Overview:
  • Customer Support Representative to join our Customer Support team in San Diego, 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.
  • You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or walk-through.
  • Identify self-service documentation gaps.
  • You will provide support for Store Applications.
  • You will manage multiple cases daily.
  • You will assist peers with their cases.
  • You will participate in User Acceptance Testing (UAT).

Desired requirements:
  • A good understanding of the ServiceNow platform is an advantage
  • Experience with using and troubleshooting SaaS applications
Screening Questions (must be present in resume):
  • Please share an example of a time when you had to multi-task and make sound judgments in a fast-paced, high stress environment, while at the same time keep people informed?
  • Share an example of a time when you had to interact with people/groups of widely varying disciplines, cultures, and backgrounds. Explain how you influenced them to follow your lead?
Hiring Manager Notes:
From the JD, what are the top "must have non-negotiable " skill sets that need to be present on a resume in order to be successful for this role?
  • Technical background and ability to learn and absorb technology quickly.
  • Great written and verbal communication skill.
  • Prior experience working in a helpdesk environment over phone, using technical skills to resolve end user issues on a first call resolution basis.
  • 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.
  • Basic understanding of ITIL Skills and business processes.
  • 2 - 4 years working within an IT environment
  • The ability to work as part of a team and on their own initiative.