Customer Support Professionals: Interview on ServiceNow Workflows

Role Summary

What We're Researching

We are running a paid study on customer support workflows and how teams leverage enterprise service management tools. By understanding the daily routines of support agents, we can identify friction points in current ticketing processes. This research directly informs how we evaluate service desk efficiency and tool adoption.

How It Works

You will participate in a 30-minute virtual interview via a remote video call. During the session, you will walk us through a typical day of handling customer requests and managing tickets. We will ask you to describe your exact workflows within ServiceNow, including how you prioritize and resolve issues. Finally, you will provide feedback on common pain points and potential areas for workflow improvement.

Who This Is For

We are looking for customer support professionals who use ServiceNow as their primary ticketing or service management platform. We welcome customer service representatives, technical support agents, IT helpdesk analysts, and service desk managers. Ideal candidates have hands-on experience navigating complex support queues and resolving daily customer inquiries.

Ready to participate?

Start your paid interview now

About Terac

Terac is building the world's largest pool of vetted human experts for AI. Researchers, AI labs, and product teams use Terac to recruit, screen, and pay study participants across industries, languages, and skill sets.

Learn more at or on YouTube at @jointerac.

Responsibilities

• Walk us through your daily customer support and service workflows.
• Describe how you use ServiceNow to track and resolve customer tickets.
• Detail the specific features or modules you rely on most during your shifts.
• Discuss the primary challenges you face when managing high volumes of requests.

Who Should Apply

• Current professional experience in customer support or service desk operations.
• Hands-on experience using ServiceNow for day-to-day ticket management.
• Comfortable discussing your workflow choices and pain points in a virtual interview.
• Available for a 30-minute remote conversation.