Job Description

Company DescriptionAt ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can\'t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you.With more than 7,700+ customers, we serve approximately 85% of the Fortune 500\xc2\xae, and we're proud to be one of FORTUNE 100 Best Companies to Work For\xc2\xae and World's Most Admired Companies.Learn more on and about their experiences working at ServiceNow.Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in Hyderabad, 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 maintain 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 the 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 and create Knowledge Base Articles to help the customer.
• You will provide support for ServiceNow customers by managing multiple cases daily.
• You will assist peers with their cases.
• You will participate in User Acceptance Testing (UAT).

QualificationsTo be successful in this role, we need someone who has-

• Any IT or Engineering graduates from a recognized university.
• Technical background and an ability to learn and absorb technology quickly.
• Great written and verbal communication skills
• 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.
• 3 - 5 years working within an IT environment
• The ability to work as part of a team and on their own initiative.

Desired Skills:

• A good understanding of the ServiceNow platform is an advantage
• Experience with using and troubleshooting SaaS applications.

Additional InformationServiceNow 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. 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 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. to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the .From Fortune. \xc2\xa9 2022 Fortune Media IP Limited All rights reserved. Used under license.Fortune and Fortune Media IP Limited are not affiliated with, and do not endorse products or services of, ServiceNow.

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