Technical Support Engineer — Sydney, Sydney Region

Expired

Job Description What you get to do in this role As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements. As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform. Specifically, the Technical Support Engineer will be involved in Customer Advocate providing support to users/administrators of our platform. Contributing to the growth of best practices for the delivery of support services. Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations. Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues. Managing customers' expectations and experience in a way that results in high customer satisfaction. Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers. Suggesting and implementing improvements to internal processes and work on technical and non-technical projects. Communicating with customers and our teams through case, phone and other digital methods. Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers. Maintaining impeccable case hygiene and customer related files and records. Handling incoming phone calls for existing and new customer issues.