Customer Support Professionals: Interview on ServiceNow Workflows
About this role
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.
What You'll Do
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.
Compensation
$100 one-time
Ready to participate?
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 terac.com or on YouTube at @jointerac.
Company at a glance
Terac is an AI-native two-sided marketplace headquartered in downtown San Francisco that connects enterprises with specialized expertise to high-quality professionals on demand. The company's mission is to fundamentally change how labor is allocated globally by using AI-driven matchmaking to connect experts with work opportunities based on thousands of signals about capability, performance, preferences, and potential. Currently placing thousands of experts per month across 50+ projects for 25+ clients, Terac serves leading AI research companies, market research firms, data companies training AI models, and research organizations. With a panel of 100,000+ professionals and ambitions to scale to 10 million, the company has achieved an eight-figure annual run rate and expects to exceed $10 million in revenue in the next year. Having raised $9 million in seed funding, Terac is preparing to launch a Series A round while rapidly expanding its team from 4-5 people to approximately 15 members, with plans to reach 30 by year end.
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