Technical Support Engineer-Hyderabad

JD :

Role : Technical Support Engineer.

Job Description :

What you get to do in this role :

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support

experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

Qualifications :

Qualification & Experience

• Must have bachelor’s degree in computer science or related field (or equivalent degree and experience)
• 2+ years experience working as a developer on the skills mentioned in the Skills Section.
• Having customer facing technical support (Web based products or e-commerce preferred) is an advantage.

In order to be successful in this role, we need someone who has :

Preferred Skills (Great to have)