Summary description:

The SkillBridge participant will become part of the Customer Support team by assisting with Tier 1 support activities in ServiceNow and Zendesk, learning light AWS concepts relevant to troubleshooting, and helping ensure issues are accurately documented, triaged, and routed. This role provides hands-on exposure to enterprise support operations, escalation of workflows, and customer communication standards.

Job description:

Training ObjectivesBy the end of the program, the participant will: Understand our products at a Tier 1 support level Be able to intake, document, and triage support requests in ServiceNow and Zendesk Learn how and when to escalate issues to Tier 2/engineering Become comfortable with light AWS concepts used in support (e.g., basic console navigation, checking service health, understanding environments) Contribute to support documentation, checklists, and knowledge base contentKey Responsibilities / ActivitiesShadow Tier 1 support staff to learn end‑to‑end workflows in ServiceNow and Zendesk Assist with ticket intake, categorization, and status updates in both systems Follow documented runbooks and SOPs for common issues Prepare clean escalations to Tier 2 (with required details and artifacts) Help maintain and improve templates, checklists, and documentation under supervision Use AWS tasks as directed (e.g., checking dashboards, confirming environment status, pulling basic information needed for troubleshooting)

Eligibility factors: