Training and Certification Support Spec - II

The Support Specialist is to ensure a high degree of customer satisfaction with our products and services. It is a very self-driven position that requires a commitment to driving issues to full resolution.

What you get to do in this role:

Take ownership of customer issues from inception through resolution, and provide personal support to our customers
Research, diagnose, troubleshoot, and identify resolutions to customer issues related to Training and Certification 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 and professionally communicate complex technical issues to teams within ServiceNow, such as product management, software engineering, sales and quality assurance
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 customer issues to 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

Skills:

Experience providing professional level support 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; skilled at using Outlook
Experience in a matrixed, global business environment