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    Customer Support Representative - San Diego, United States - Cypress HCM

    Cypress HCM
    Cypress HCM San Diego, United States

    6 days ago

    Cypress HCM background
    Description

    Job Description

    Job Description
    Customer Support Representative, Overview:We are 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 ServiceNow platform, to ensure a positive customer experience.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.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-through.
    • 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
    Note: This position requires to be onsite two days a week. Wednesdays and Thursdays are currently prominent but may change. Screening Questions (must be present in resume):Please share an example of a time when you had to multi-task and make sound judgments in a fast-paced, high stress environment, while at the same time keep people informed?Share an example of a time when you had to interact with people/groups of widely varying disciplines, cultures, and backgrounds. Explain how you influenced them to follow your lead?From the JD, what are the top "must have non-negotiable" skill sets that need to be present on a resume in order to be successful for this role?
    • 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.
    Pay Rate Range:
    • $ /hr.
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