Contact Centre Agent

At ServiceNow, our technology makes the world work for everyone, and our people make it possible. We move fast because the world can’t wait, and we innovate in ways no one else can for our customers and communities. By joining ServiceNow, you are part of an ambitious team of change makers who have a restless curiosity and a drive for ingenuity. We know that your best work happens when you live your best life and share your unique talents, so we do everything we can to make that possible. We dream big together, supporting each other to make our individual and collective dreams come true. The future is ours, and it starts with you. 

Unsure if you meet all the qualifications of a job description but are deeply excited about the role? We still encourage you to apply! At ServiceNow, we are committed to creating an inclusive environment where all voices are heard, valued, and respected. We welcome all candidates, including individuals from non-traditional, varied backgrounds, that might not come from a typical path connected to this role. We believe skills and experience are transferrable, and the desire to dream big makes for great candidates.

The Role

We are currently seeking motivated Contact Center Agents 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.

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.

Nice to have

• 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.

ServiceNow is an Equal Employment 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.

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