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.
- 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
- 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.
