Customer Service Representative (Contingent upon Award) - Persistent Technology : Job Details

Persistent Technology Inc (PTI) is seeking a customer-focused and technically adept Customer Service Representative (CSR) to support users through timely, accurate, and empathetic communication. The ideal candidate holds an Associate's or Bachelor's degree and brings at least 3 years of experience in technical or customer-facing support roles, preferably working with ServiceNow's Service Portal or Customer Service Management (CSM) module.

This role requires strong familiarity with IT Service Management (ITSM) ticket handling, knowledge base navigation, and self-service support workflows. The CSR will be the first point of contact for users, responsible for resolving inquiries, escalating technical issues, and maintaining a high standard of service across support channels.

• Serve as the primary point of contact for user inquiries submitted via ServiceNow Service Portal, email, or phone.
• Accurately document, categorize, and resolve ITSM tickets, escalating as needed to appropriate teams.
• Support users navigating the Service Portal, addressing issues related to form submissions, approvals, knowledge articles, and request status tracking.
• Assist users in locating and using knowledge base articles for self-resolution.
• Deliver clear, professional, and empathetic responses to customers with varying levels of technical knowledge.
• Maintain a high level of customer satisfaction by managing expectations, following up on open issues, and ensuring resolution in a timely manner.
• Follow established ITSM processes, SLAs, and escalation procedures to maintain service standards.
• Collaborate with IT, platform, and training teams to relay user feedback and assist in continuous service improvement.

Experience: At least 3 years in technical or customer-facing support roles, preferably with ServiceNow Service Portal or CSM module. Familiarity with ITSM ticket handling and knowledge base support workflows.

Education: Associates or Bachelors degree.