Customer Support Representative

Job Description
ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in San Diego, CA. In this role, you will be supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensureapositive customer experience.
What you get to do in this role:
In this role you will:
Log cases on the IT Service Desk and maintaining 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 Transfer of Information (TOI) and other training sessions.
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-through.
Identify self-service documentation gaps.
You will provide support for ServiceNow Store Applications.
You will provide support to team members.
You will participate in User Acceptance Testing (UAT).
You will manage escalated cases and backlog.
You will assist with promoting a 5% Increase in CSAT &
48-HR Relief, and 5% Decrease in TTR.
You will manage Global Queue Manager (GQM) Duties (Cross-Team collaboration to manage cases)