Tech Support Specialist (ServiceNow)

Brightfin’s software helps large companies manage IT assets and expenses related to mobile, telecom (fixed / voice & data), and cloud. Our clients: Siemens, Nokia, Adidas, Nike, Volkswagen etc.

Brightfin named in Top 100 Private U.S. Technology Companies.

We are looking for a Technical Support Specialist to join our team.

What should you do:

• Take ownership of customer inquiries and issues reported and ensure quick and effective resolution;
• Research, diagnose, troubleshoot and identify solutions to resolve customer issues;
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams;
• Provide prompt and accurate feedback to customers;
• Ensure proper recording and closure of all issues;
• Document knowledge in the form of knowledge base tech notes and articles;
• Meet defined Service Level Agreements and Key Performance Indicators (defined as part of the company’s goals setting process);
• Maintain email coverage during working hours;
• Any other responsibilities and tasks are given by the management, appropriate to the role.

What should you have:

• 1+ year experience in a Helpdesk or Technical Support Role;
• Written English, enough for writing e-mails to clients;
• Good problem-solving skills;
• Good client-facing skills;
• Excellent team player, self-managed and self-motivated;
• Mature and professional demeanor, attitude, and approach.

Would be a plus:

• Experience in SaaS Product support or ServiceNow;
• Strive to gain experience in ServiceNow.

What we offer:

• Fun and exciting corporate culture of transparency, productive challenging & innovation;
• Flexible work environment;
• Educational events;
• Paid sick days/vacations: ROWE approach;
• Theme parties;
• Health Insurance;
• English courses.