OTC Customer Support Analyst

It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

As a Customer Support Team Member specializing in Orders and Collections, you will play a pivotal role in ensuring the smooth and efficient resolution of customer inquiries and concerns related to orders and payments. You will collaborate closely with our Orders and Collections teams to provide timely and accurate support to our valued customers.

What you get to do in this role:   

• Collaborate effectively with the Orders and Collections teams to streamline processes and improve customer experience.
• Provide outstanding customer service by addressing inquiries courteously, efficiently, and with a solutions-oriented approach.
• Maintain a high level of professionalism and empathy in all interactions with customers.
• Go above and beyond to exceed customer expectations and build long-lasting relationships.
• Handle customer inquiries regarding outstanding balances, payment plans, and payment methods.
• Work closely with the Collections team to help customers set up payment arrangements and resolve payment-related issues.
• Ensure accurate recording of customer payments and update customer accounts accordingly.
• Respond promptly and professionally to customer inquiries related to order status, tracking, and delivery information.
• Assist customers in placing, modifying, or canceling orders as needed.
• Assist in maintaining relevant and accurate customer master records while ensuring all internal controls and SOX policies are followed.
• Assist in resolving customer claims/issues and engaging with the correct internal departments, including Sales and Sales Operations, to ensure timely resolution in any customer dispute, with a strong focus on providing excellent customer service.

To be successful in this role you have:

• Minimum experience of at least 2+ years in Order to Cash Process is required.
• Excellent task prioritization and organizational skills with the ability to meet deadlines and succeed in a fast-paced environment.
• A demonstrated track record of success and initiative with the ability to work independently and collaboratively in a team environment, showing a desire to grow professionally to support the current and future growth of ServiceNow.
• Highly focused on routine tasks.
• Organised with excellent time management skills and the ability to balance multiple responsibilities and meet necessary deadlines with limited supervision.
• Strong analytical skills and thorough research skills with outstanding follow-through.
• Well-developed problem-solving skills and ability to work across various functional teams to evaluate, prioritize, and address key issues.
• Exceptional listening, interpersonal, and strong communication skills, both written and verbal.

FD21

Not sure if you meet every qualification? We still encourage you to apply! We value inclusivity, welcoming candidates from diverse backgrounds, including non-traditional paths. Unique experiences enrich our team, and the willingness to dream big makes you an exceptional candidate!

Work Personas 

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

Equal Opportunity Employer 

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements. 

Accommodations 

We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process, or are unable to use this online application and need an alternative method to apply, please contact [email protected] for assistance. 

Export Control Regulations 

For positions requiring access to controlled technology subject to export control regulations, including the U.S. Export Administration Regulations (EAR), ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities. 

From Fortune. ©2024 Fortune Media IP Limited. All rights reserved. Used under license.