Contact Center Agent

2 weeks ago

Sydney, New South Wales, Australia ServiceNow Full time $60,000 - $80,000 per year

The Role

The team is 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.
  • Provide initial triage support by answering basic customer inquiries via case, phone or e-mail in a timely efficient manner.

What you get to do in this role

  • You will be supporting users in the use of the ServiceNow platform by providing necessary advice and/or training in how to create cases.
  • You will perform initial triage of customer cases with documented solutions and/or workarounds.
  • You will be escalating to internal support resources and Subject Matter Experts when necessary.
  • You will answer and create multiple cases daily.

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