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OTC Customer Support Analyst

Company Description

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

With more than 7,700+ customers, we serve approximately 85% of the Fortune 500®, and we're proud to be one of FORTUNE 100 Best Companies to Work For® and World's Most Admired Companies™.

Learn more on Life at Now blog and hear from our employees about their experiences working at ServiceNow.

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

Job Description

What you get to do in this role:  

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.

  • 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:

  • 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 interpersonal qualities, the ability communicate effectively, and work cross-functionally



Additional Information

ServiceNow is an Equal Employment 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.

At ServiceNow, we lead with flexibility and trust in our distributed world of work. Click here to learn about our work personas: flexible, remote and required-in-office.

If you require a reasonable accommodation to complete any part of the application process, or are limited in the ability or unable to access or use this online application process and need an alternative method for applying, you may contact us at for assistance.

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

Please Note: Fraudulent job postings/job scams are increasingly common. Click here to learn what to watch out for and how to protect yourself. All genuine ServiceNow job postings can be found through the ServiceNow Careers site.


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