Technical Support Engineer Federal

ServiceNow - Orlando, FL

Full-time - Entry Level

Orlando, FL

5,001-10,000 employees

Professional, Scientific, and Technical Services

About the position

The Technical Support Engineer for Federal at ServiceNow is responsible for resolving technical cases created by customers who need assistance with the ServiceNow software and platform. This role emphasizes providing exceptional customer support experiences through effective communication, empathy, and trust-building. The engineer will utilize diagnostic tools to troubleshoot issues, manage complex cases, and collaborate with other teams when necessary. Additionally, they will contribute insights for process and product improvements based on their interactions with customers.

Responsibilities

• Resolve technical cases created by customers regarding unexpected behaviors or technical questions about the ServiceNow software and platform.
• Provide exceptional customer support experiences through various communication channels including web, chat, email, and telephone support.
• Utilize diagnostic tools to isolate potential causes of technical issues.
• Manage and resolve challenging technical issues, coordinating with additional teams for complex cases as needed.
• Provide input across business units regarding process and product improvements based on customer interactions.

Requirements

• 0-2+ years of customer-facing technical support experience.
• Ability to troubleshoot difficult technical issues with ease and complexity.
• Ability to read basic Java/JavaScript code.
• Personal commitment to quality and customer service.

Nice-to-haves

• Ability to speak and read Portuguese.