Contact Center Agent

**Company Description**
It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.
**Job Description** The Role**

We are currently seeking a motivated Contact Center Agent to join our Contact Center team in Sydney, supporting our globally growing customer base. You shall be responsible for providing best-in-class support for the ServiceNow platform, to ensure a positive customer experience. In this role you will:

- Professionally answer calls from customers and partners
- Create cases on NowSupport, gathering key information that will enable our Subject Matter Expert Teams to resolve problems detected.
- Assign cases in NowSupport to the correct Subject Matter Expert Team.
- Teach customers how to create cases in NowSupport.

**What you get to do in this role**
- Support users in the use of the ServiceNow platform by providing necessary advice and/or training in how to create cases.
- Perform initial triage of customer cases with documented solutions and/or workarounds.
- Escalate to internal support resources and Subject Matter Experts when necessary.
- Respond to and create multiple cases daily.

**Qualifications** To be successful in this role, you have**
- Customer Service Experience
- The ability to communicate effectively with people at all levels.
- The ability to ask clear and precise questions of the customer to ascertain the exact details of the problem.
- The ability to work as part of a team and on their own initiative.
- Knowledge of the ServiceNow Platform.
- Prior experience working in a contact center environment.
- Prior experience training users.

**_ Why ServiceNow_**
- ServiceNow's DNA is built in purpose and values. We offer a culture of belonging, inclusivity, collaboration, and customer focus._
- Work-life balance and well-being are our topmost priorities._
- We offer flexible work arrangements._
- We provide competitive compensation, generous benefits, and a professional atmosphere. This is a very collaborative and inclusive work environment where individuals strong in aptitude and attitude can grow their careers through working with some of the most advanced technologies and talented professionals in the business._

**Additional Information** Work Personas**

We approach our distributed world of work with flexibility and trust. Work personas (flexible, remote, or required in office) are categories that are assigned to ServiceNow employees depending on the nature of their work. Learn more here.

**Equal Opportunity Employer**

ServiceNow is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, national origin or nationality, ancestry, age, disability, gender identity or expression, marital status, veteran status, or any other category protected by law. In addition, all qualified applicants with arrest or conviction records will be considered for employment in accordance with legal requirements.

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