What are the responsibilities and job description for the ServiceNow Customer Success Guide/Agents- French position at Ztek Consulting?
Job Role: ServiceNow Customer Success Guide/Agents- French
Location: Cincinnati, OH/Milford, OH
Job Description:
Must Have Technical/Functional Skills
- Certified System Administrator (CSA)
- ITIL Foundation Certification
- Customer Success, IT service management, or SaaS related certifications are an advantage
Roles & Responsibilities
- Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
- Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
- Deliver a professional, empathetic, and consistent experience across all customer interactions.
- Handle escalated or complex issues calmly, ensuring clear communication and timely resolution.
- Identify opportunities to improve customer satisfaction, retention, and product usage.
- Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
- Participate in consultative conversations aligned to customer goals and outcomes.
- Accurately document all customer interactions and actions in the case management system.
- Ensure follow ups and case closures are completed within defined service level timelines.
- Adhere to quality standards, security requirements, and operational processes.
- Strong customer centric mindset with high ownership
- Excellent verbal and written communication skills
- Ability to simplify technical information for non technical audiences
- Structured problem solving and analytical thinking
- Empathy, professionalism, and resilience in high volume environments
- Attention to detail and process discipline
- English: CEFR B2 or higher (mandatory); C1 preferred
- French: B2 to C1 (CEFR scale)
Salary : $60,000 - $70,000