Reason Detail:

Michelle - We are splitting AMS into two locations rather than attempting to run two shifts from Orlando. 2 people in ORL and 3 people in SAN DIEGO. We are moving the start date by 1 week to Monday 6th of November rather than Monday 30th October with India coming online on Wednesday the 8th of November. So our locked and loaded date for offers now moves to Friday the 20th of October.

Pay Range: $ 23-27/hr. on W2

Duration: 11 Months

Location : 4810 Eastgate Mall, San Diego, CA, 92121

Job Title: Program Manager

Education Requirement: N/A

Job Description:

What you will do in this roie:

ServiceNow is currently seeking a motivated Customer Support Representative to join our Customer Support team in San Diego working in our Global Contact Centre, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:

• Professionally answer calls from customers and partners.
• Log cases on NowSupport, gathering key information that will enable our Subject Matter Expert (SME) Teams to resolve problems detected.
• Teach new customers and partners how to log cases in NowSupport for themselves.
• Assign cases in NowSupport to the approporiate SME Team.
• Provide initial triage support by answering customer inquiries, solving problems, and providing product information via case, phone, or e-mail in a timely efficient manner.

Hiring Manager Notes:

Does this position have the opportunity to extend beyond the initial 11-month contract or convert to FTE?

Yes possible opportunities for extension beyond initial 11 months and potential conversion opportunities for well performers from 7 months onwards). We are looking to use the Contact Center as a pipeline feeder into the CSS Org so after 1 year as a permanent employee they will have the opportunity to apply for other roles such as CSRs and TSEs.

Based on the job description, what are the must have non-negotiable items that a candidate must have to be successful in this role?

Customer Service Experience (not necessarily in a contact center)

Professional Telephone Manner / Voice (needs to be articulate)

Desire to learn (growth mindset)

Not afraid to ask probing questions to gather as much information as possible

Nice to haves?

Experience training customers on how to complete actions such as logging cases

What backgrounds/skills can we be more flexible with that can be learned on the job?

ServiceNow Platform

ServiceNow Products

What you will need to be successful in this role:

The ability to communicate effectively with people at all levels.

The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.

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

Prior experience working in a contact center environent is not essential however it would be beneficial.

Knowledge of the ServiceNow Platform is not essential however it would be beneficial.