Contact Center Agent
Contact Center Agent
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Job Description
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.
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
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 and their assigned work location. Learn more here. To determine eligibility for a work persona ServiceNow may confirm the distance between your primary residence and the closest ServiceNow office using a third-party service.
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.
Accommodations
We strive to create an accessible and inclusive experience for all candidates. If you require a reasonable accommodation to complete any part of the application process or are unable to use this online application and need an alternative method to apply please contact for assistance.
Export Control Regulations
For positions requiring access to controlled technology subject to export control regulations including the U.S. Export Administration Regulations (EAR) ServiceNow may be required to obtain export control approval from government authorities for certain individuals. All employment is contingent upon ServiceNow obtaining any export license or other approval that may be required by relevant export control authorities.
From Fortune. 2025 Fortune Media IP Limited. All rights reserved. Used under license.
Remote Work :
No
Employment Type :
Full-time
Employment Type
Full-time
