Contact Center Agent Hyderabad Hybrid

Hyderabad India

We are seeking a motivated Contact Center Agent to join our Contact Centre team in Hyderabad supporting our rapidly growing global customer base. The successful candidate will be responsible for delivering exceptional customer support for the ServiceNow platform ensuring a positive and professional customer experience.

• Professionally handle inbound calls from customers and partners.
• Create and manage support cases in NowSupport gathering all relevant information required for issue resolution.
• Assign cases to the appropriate Subject Matter Expert (SME) teams for further investigation and resolution.
• Educate customers on how to create and manage cases within NowSupport.
• Provide first-level triage support by addressing basic customer inquiries via phone email or support cases.
• Ensure timely and efficient responses to customer requests.
• Support users in effectively utilizing the ServiceNow platform through guidance and training.
• Perform initial troubleshooting using documented solutions knowledge articles and workarounds.
• Escalate complex issues to internal support teams and Subject Matter Experts when required.
• Manage and resolve multiple customer interactions and support cases on a daily basis.

• Proven experience in Customer Service or Customer Support.
• Strong verbal and written communication skills with the ability to interact effectively with stakeholders at all levels.
• Ability to ask clear concise and relevant questions to accurately identify customer issues.
• Excellent problem-solving and analytical skills.
• Ability to work independently as well as collaboratively within a team environment.
• Working knowledge of the ServiceNow Platform.
• Prior experience in a Contact Center / Call Center environment.
• Experience in providing user training guidance or customer education.
• Strong organizational skills with the ability to manage multiple tasks simultaneously.
• Customer-focused mindset with a commitment to delivering high-quality support.

• Experience supporting enterprise SaaS or cloud-based platforms.
• Familiarity with incident management and ticketing systems.
• Basic understanding of IT support processes and customer service best practices.

• Customer Focus
• Effective Communication
• Problem Solving
• Attention to Detail
• Team Collaboration
• Time Management
• Adaptability
• Professionalism and Accountability