• Job Type:Contract

Posted 2 days ago

Job Description:

Position Overview:

• The client is currently seeking a motivated Customer Support Representative to join our Customer Support team in San Diego, supporting our globally growing customer base.

• You shall be responsible for providing best-in-class support for the Client platform, to ensure a positive customer experience. In this role, you will:

• Log cases on the IT Service Desk and maintain 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 the Transfer of Information (TOI) and other training sessions.

Hiring Manager Notes:

• Technical background and ability to learn and absorb technology quickly.

• Great 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 communicate effectively with people at all levels.

• 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.

• Basic understanding of ITIL Skills and business processes.

• 2 - 4 years working within an IT environment

• The ability to work as part of a team and on their own initiative.

Does this position require to sit onsite?

• Yes, Wednesday and Thursday weekly. All other days can be fully remote.

What you get to do in this role:

• 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-throughs.

• Identify self-service documentation gaps.

• You will provide support for ServiceNow Store Applications.

• You will manage multiple cases daily.

• You will assist peers with their cases.

• You will participate in User Acceptance Testing (UAT).

Desired requirements:

• A good understanding of the ServiceNow platform is an advantage

• Experience with using and troubleshooting SaaS applications

About ASK: ASK Consulting is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Consulting connects people with amazing opportunities

ASK Consulting is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all associates.