Customer Experience Specialist

Job Description

JOB DETAILS

REQUIREMENTS

• Associate degree or equivalent work experience in IT or customer support.
• Minimum of 2–3 years of experience in customer support or technical assistance.
• Experience with technical support of the ServiceNow system is required

Preferred

• Hands on experience working within ServiceNow in a support or workflow focused capacity.
• Proficiency in the ServiceNow platform and Microsoft Office Suite.
• Excellent communication and problem solving skills.
• Ability to work independently and as part of a team

RESPONSIBILITIES

• Use the ePermits ticketing system to manage and resolve electronic inquiries about the permit application process.
• Diagnose and troubleshoot issues with the ePermits platform, including technical issues within the ServiceNow
  environment.
• Provide support to all ePermits users and facilitate the permit application process.
• Analyze reported issues for potential trends and report them to the Customer Support Manager.
• Respond to public inquiries in writing in a professional manner.
• Escalate complex tickets to Tier 1 and Tier 2 subject matter experts as necessary.
• Provide day to day technical support for the ServiceNow platform, including troubleshooting user issues and assisting
  with configuration or workflow-related issues

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