Review and prioritize incoming incidents in your queue based on urgency and complexity
Ensure timely and efficient resolution of technical issues within standard timeframes
Track the progress of each ticket and provide regular updates on status to internal and external stakeholders
Identify root causes of problems and implement solutions or workarounds as necessary
Collaborate with key technical leaders to gain an understanding of the platform and applications
Update and maintain internal knowledge base and documentation to reflect new solutions, common issues, and best practices
Collaborate with other technical support agents and internal teams to resolve complex issues and share knowledge
Escalate unresolved or particularly challenging tickets
Ensure that all issue resolutions meet the requirements
Find parts of the product or processes that can be improved. Formulate the problem, take ownership of the resolution or escalate it to the appropriate department, and manage the process to ensure effective resolution
Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs)

High School Diploma or GED, minimally required
1+ year of experience preferred
ITIL or ServiceNow certification is encouraged
Experience in SaaS Product support or ServiceNow
Desire to become more familiar with ServiceNow
Excellent verbal and written communication skills
Service and customer-oriented mindset
Demonstrated ability to troubleshoot technical issues and strong problem-solving skills generally
Working knowledge of the components in a web application stack
Ability to articulate technical subject matter in a clear and easy-to-understand
Excellent client-facing skills
Excellent team player, self-managed and self-motivated
Mature and professional demeanor, attitude, and approach

L1 Technical Support Specialist

Key skills