brightfin
brightfin is a company that specializes in Telecom Expense Management (TEM) solutions. Their platform integrates mobile, telecom, and cloud expense data into ServiceNow, enabling businesses to track, allocate, and optimize their IT expenses effectively. With features such as automated workflows and centralized asset management, brightfin helps organizations achieve cost savings and operational efficiencies.
Technical Support Specialist
4 days ago
brightfin
brightfin is a company that specializes in Telecom Expense Management (TEM) solutions. Their platform integrates mobile, telecom, and cloud expense data into ServiceNow, enabling businesses to track, allocate, and optimize their IT expenses effectively. With features such as automated workflows and centralized asset management, brightfin helps organizations achieve cost savings and operational efficiencies.
📋 Description
• Review and prioritize incoming incidents in your queue based on urgency and complexity • Ensure timely and efficient resolution of technical issues • Track the progress of each ticket and provide regular updates on status • Identify root causes of problems and implement solutions or workarounds as necessary • 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 • Accurately track time spent on each ticket and technical issue to ensure efficient use of resources and adherence to service level agreements (SLAs)
🎯 Requirements
• Experience in SaaS Product support or ServiceNow • Have excellent verbal and written English communication skills (C1 +) • Strive to gain experience in ServiceNow • Service and customer-oriented mindset • Demonstrated ability to troubleshoot technical issues • Working knowledge of the components in a web applications stack • Ability to articulate technical subject matter in a clear and easy to understand • 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
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