ServiceNow University Customer Service and Support Analyst
About The Client:
A cloud computing company offers a platform for digital workflows, enabling organizations to automate and streamline business processes. The solutions include IT service management, human resources, customer service, and security operations. Designed to enhance efficiency and collaboration, the platform digitizes and automates workflows for diverse organizational needs. Headquartered in the United States, the company is recognized for its innovative approach to workflow automation, playing a significant role in the IT service management and business process automation space. In 2018, Forbes magazine named it number one on its list of the world's most innovative companies.
Essential Job Functions:
- Take ownership of technical issues from inception through resolution, and provide personal support to our customers.
- Research, diagnose, troubleshoot, and identify both issues and resolutions to customer issues related to ServiceNow University service offerings utilizing our systems, utilities, and support processes with assistance from team members, and learn best practices for problem resolution.
- Provide regular and frequent communication to customers to ensure customers are fully advised as to the progress being made toward issue resolution.
- Effectively resolve complex technical issues.
- Compose internal documentation that fully reflects all activity related to resolution of support requests.
- Be an advocate for customer requests; maintain ownership of requests and follow through consistently until resolution is provided; proactively collaborate in a team environment with peers to assist in resolving customer issues.
- Elevate complex issues to the Digital Transformation team and senior staff as needed, providing detailed description of problems along with steps taken to analyze the problem.
- Contribute to the body of knowledge by creating and maintaining knowledge base articles and other technical documents.
- Strive to minimize response time as well as time from the initial contact to resolution.
- Exercise discernment – identify when to escalate a situation and how to handle difficult situations.
- Maintain a positive attitude about our software and services.
Qualifications:
Skills:
- In order to be successful in this role, we need someone who has:
- Bachelor’s degree
- Would need to work in Night Shifts as per business requirement
- 2-4 years of experience in a support, and/or customer focused role
- Experience providing professional level support preferred
- Experience with ServiceNow technology is preferred
- Good collaborative skills, applied successfully within team as well as with other areas
- Speak or write with ease, clarity, and impact, using a communication style appropriate to the subject and the audience; must be fluent in English
- Able to thrive in a fast-paced environment
- Good critical thinking and problem-solving skills
- Organized and experienced at successful multi-tasking
- Sharp, fast learner with a technical curiosity and aptitude
- Commitment to customer satisfaction and quality service
- The ability to effectively shift priorities and work at a rapid pace
- Ability to effectively interface with all levels inside and outside the company, including senior management
- Intermediate to advanced MS Office skills
- Experience in a matrixed, global business environment
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Education:
- BA/ MA
How to Apply: Interested candidates are encouraged to respond to this job posting or submit their updated resumes.
For additional job opportunities, please visit Jobs In India - VARITE.
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Experience Level Bonus Referral:
0–2 years INR 5,000
2–6 years INR 7,500
6+ years INR 10,000
About VARITE:
VARITE is a global staffing and IT consulting company providing technical consulting and team augmentation services to Fortune 500 Companies in USA, UK, CANADA and INDIA.
VARITE is currently a primary and direct vendor to leading corporations in multiple industry verticals.
Equal Opportunity Employer:
VARITE is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
We do not discriminate based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, veteran status, or disability status.
