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Customer Support Representative

Element AI

Element AI

Customer Service
San Diego, CA, USA
Posted on Thursday, June 27, 2024

Company Description

At 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®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees 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.

Job Description

ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in San Diego, CA. In this role, you will be 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.

    What you get to do in this role:

    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.
    • 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 ServiceNow Store Applications.
    • You will provide support to team members.
    • You will participate in User Acceptance Testing (UAT).
    • You will manage escalated cases and backlog.
    • You will assist with promoting a 5% Increase in CSAT & 48-HR Relief, and 5% Decrease in TTR.
    • You will manage Global Queue Manager (GQM) Duties (Cross-Team collaboration to manage cases)


    To be successful in this role, we need someone who has:

    • Strong analytical and problem-solving skills - you always find a way to make it work.
    • 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.
    • Leadership Skills: Lead by Example.
    • Exposure to working with Managers.
    • The ability to communicate effectively with people at all levels.
    • Strong 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 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.
    • 7+ years working within an IT 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.


    For positions in California (outside of the Bay Area), we offer a base pay of $70,600 - $109,400, plus equity (when applicable), variable/incentive compensation and benefits. Sales positions generally offer a competitive On Target Earnings (OTE) incentive compensation structure. Please note that the base pay shown is a guideline, and individual total compensation will vary based on factors such as qualifications, skill level, competencies and work location. We also offer health plans, including flexible spending accounts, a 401(k) Plan with company match, ESPP, matching donations, a flexible time away plan and family leave programs (subject to eligibility requirements). Compensation is based on the geographic location in which the role is located, and is subject to change based on work location. For individuals who will be working in the Bay Area, there is a pay enhancement for positions located in that geographical area; please contact your recruiter for additional information.

    Additional Information

    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 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 [email protected] 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 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.

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