Total 2,564 Customer Service job vacancies in sydney east metro locations

Consisting of high-net-worth individuals and their representatives, our consultants arrange private jets charters for everything and anything from corporate business meetings to leisure trips.

Joining the company as a trainee, you will be assigned a mentor who will work closely with you in your first 6 month as you become familiar with the role and industry. During this time, you will see first-hand what goes into ensuring a private jet charter goes off with ease. You will learn everything from how to build a successful sales list and working with airlines to the smallest details of what should be on the aircraft so the client remembers and makes ACS their charter partner.

This role does require a 4 week training period in London HQ, all expenses paid.

Are you an IT professional with a keen attention to detail and a drive for productivity? Do you have the ambition to grow your career while providing high-quality support?  Ideally you have a few years experience, a keen passion to make an impact, drive value and grow.  Bilue is seeking an IT Support all rounder and strong administrator to join our dynamic shared services team.

In this pivotal role, you will collaborate closely with our leadership team to manage and mature our IT support and administration processes, facilitating Bilue’s growth and scalability. The ideal candidate will have the drive and motivation to sieze the opportunity to develop into a functional leadership role, overseeing Information Technology and Information Security Operations within our organisation. If you are passionate about IT and ready to make a meaningful impact, we want to hear from you!

The role

IT Administration and support

In this hands-on role, you will take ownership of IT services for our teams, serving as the first point of contact for troubleshooting, onboarding, and offboarding staff. You will oversee system maintenance, access reviews, and the management of our office hardware, including monitors and laptops. 

Your responsibilities will also extend to managing and administering our systems and software services, which encompass Google Workspace, Slack, Kandji, Cloudflare, Crowdstrike, Jira, Confluence, as well as additional tools such as Miro, Figma, GitHub, and OnePassword. All change requests will be implemented through our processes and be managed and reported on appropriately. 

At Bilue, cybersecurity is a top priority. You will be instrumental in driving best practices in cybersecurity through daily operations, collaborating with our security experts to maintain our certifications and compliance standards. This includes but is not limited to; monitoring events, managing incidents and reporting.

Support and Maintenance Program Administration

You will also administer Bilue's customer support and maintenance program, establishing an external customer-facing support system. Your role will ensure that all SLAs are met and that customer issues are resolved efficiently through resource scheduling and activity monitoring, working closely with our Head of Delivery. 

You

• Collaborative Self-Starter: You are a passionate team player eager to grow and contribute, while effectively managing day-to-day tasks.

• Outcome-Focused: Your primary focus is on achieving results and delivering impactful outcomes.

• Thrives in Fast-Paced Environments: You enjoy working across various levels in a dynamic and diverse setting.

• Innovative Thinker: You are a trusted source for innovative ideas and have the ability to turn those ideas into actionable solutions.

• Proven Partnership Builder: You have a track record of successfully building relationships across departments to enhance collaboration.

• Adaptable to Change: You are ready to embrace change and tackle challenging problems with a positive mindset.

• Confident Communicator: You possess strong interpersonal skills, allowing you to effectively engage and guide individuals from diverse backgrounds.

• Attention to Detail:  You have an extremely high attention to detail and are particular about keeping data and items up to date. 

• Positive Impact Enthusiast: You are enthusiastic about creating a positive impact, and are eager to collaborate in shaping your role as our company scales and grows.

• Keen Learner:  You are prepared to get in and learn, get certified, ask questions - whatever it takes to move forward!

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

What you get to do in this role:   

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

Understanding the ServiceNow platform and all core functionalities will be essential while employing various diagnostic tools to isolate the potential cause of the issue. The engineer is expected to diligently manage and resolve challenging issues assigned to them but may need to coordinate assistance from additional teams for more complex cases. As such, creative problem solving, a collaborative nature and flexibility will be key to your success.

Lastly, support engineers also play a key role in providing input across business units regarding process and product improvements due to their unique perspective when working on technical issues for customers.

This role reports to the Senior Director, Global Employee Customer Management Leader.

The successful candidate will be responsible for day-to-day operations of a well-established regional SME team within our Global Customer Support organization.

This includes providing in-person leadership to managers, technical support engineers, interfacing with Development on customer impacting enhancements and fixes, recruiting and development of support staff, and meeting or exceeding SME team key performance indicators.

The successful candidate will also have responsibility for leading efforts in developing and implementing world class technical support services, knowledge base content, best practices and methodologies to deliver unsurpassed service and support.   

Responsibilities 

• Listen and drive the best possible internal employee experience and to recruit and retain the best technical talent possible
• Partner with local leadership both within and outside the support organization to provide an exceptional Customer and case support experience including real-time phone and web channels
• Develop and effectively drive local initiatives to help meet our Global Customer Support objectives as measured through key results including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), aging backlog, NPS, engineer productivity, and to keep customers informed through the case relief process Responsible for People Management, including managing multiple managers, hiring, improving productivity, promoting employee morale, allocating and utilizing resources efficiently, motivating teams, and managing attrition and training.
• Participate in and provide oversight to Change Management as it relates to Customer and Technical Support.
• Own and bring to conclusion, customer escalations by working with cross-teams in Support, Development, and Operations teams
• Drive daily case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Represent the Platform, Product and ServiceNow effectively with internal and external customers.
• Understanding the ServiceNow platform and its components
• Manage major operations outages and communications to the customers. Participate in weekend and holiday on-call rotation as required.
• Evaluate current processes, technology, and organizational skills to identify areas of improvement and opportunities for advancement. 
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage the company’s and department’s vision, goals, mission and values. 

Newly rebranded and refurbished The Sebel Sydney Martin Place situated at the heart of Sydney CBD, is looking for a Part-Time Guest Service Agent to join their team in delivering Sebel signature service. 

What will you be doing?

• Deliver service excellence, from check in to check out and everywhere in between with a ‘nothing is too hard’ attitude.
• Be the first point of contact for guests and visitors
• Complete a wide variety of front office tasks, which will ensure that every day is different from selling the hotel’s facilities to taking reservations and maintaining guest accounts
• Provide passionate, knowledgeable and friendly service to external and internal guests at all times 
• Answer all telephone calls in a professional manner according to brand standard
• Reconcile cashier floats at the completion of each shift.
• Ensure guests who are not ALL - Accor Live Limitless members are briefed on features and benefits and signed up to the loyalty program   

We are looking for a Customer Care Specialist to join our team. 
A Customer Care Specialist's role is to protect the financial wellbeing of our client's customers and minimise fraud losses. Customer Care Specialists achieve this by providing exceptional customer service when interacting with our client's customers through inbound and outbound phone calls as well as ensuring all alerts and necessary escalations of potential fraud cases are completed in a timely manner.

About the Role:

• Handle customer interactions via inbound and outbound calls, ensuring excellent customer service.
• Accurately and timely complete outputs from fraud detection systems, addressing all alerts and fraud cases as needed.
• Liaise with merchants, Visa, and internal departments to assist in the mitigation of fraud
• Proactively analyse transactional data to identify fraud trends and risks.

• Excellent Career Opportunity, Global Company, Extensive Growth Aspirations 
• Utilise Your Exceptional Customer Service Skills at Oaks Sydney Hyde Park Suites
• Hourly Rates: Monday - Friday: $25.80 p/h, Saturday: $31.23 p/h, Sunday: $37.47 p/h

Oaks Sydney Hyde Park Suites are looking for a full-time or part time Guest Service Agent who is passionate about providing excellent customer service to join the team.

The moment a guest steps into our hotel you will make them feel at home with your welcoming and warm presence. You have the important job of guiding guests through their stay, from smooth check-ins and check-outs to insights on the local attractions and eateries, you will be remembered for your superb customer service and positive energy. 

Responsibilities include:

• Welcome and check in guests
• Communicate professionally
• Make bookings
• Assist guests during their stay

We’re looking for a Commercial Customer Success Engineer to drive the success of Procore’s strategic commercial customers. In this role, you’ll be the  product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds in adopting and realising business performance gains from their investment in Procore. You will literally be helping improve the lives of our construction customers by connecting them on a global platform.

As a successful Commercial Customer Success Engineer you’ll help organisations understand best practices around construction technology and solutions, and the many business benefits they can provide. You’ll work in a highly collaborative, creative, and driven environment that values openness, optimism, and ownership. In this role, you’ll leverage your consultative-mindset and knowledge of the construction industry and Procore’s software platforms to provide clients with important recommendations on how to maximise the value of their Procore technology, and what other products they can benefit from. You’ll partner closely cross-functionally with Sales, PS, Support, Product and Marketing. Successful candidates are passionate about construction and technology. 

This role is based in Sydney, Australia and reports into Manager of Customer Success.

What You’ll Do:

• Make data-driven recommendations to your customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
• Craft value-based presentations that address customer business problems and accelerate the adoption of the Procore platform
• Provide product roadmap and product release updates to your customers so that they can benefit from our leading-edge technology
• Drive in product demonstrations and coordinate multiple technical resources, both internal and external
• Provide the highest level of responsiveness and customer service and to your clients, through clear and effective communication
• Foster a positive team culture by supporting and mentoring your fellow Procorians
• Collaborate with all levels of the Procore organization to develop best practices and drive Procore’s evolution as a market leader
• Develop a mastery of Procore’s products, professional services, and industry best practices
• Up to 50% travel to client sites (may include domestic and international), industry events, and other Procore offices

What we’re looking for:

• 5+ years of Customer Success, Professional Services, Technical Pre-Sales experience or 5+ years of Construction industry expertise preferred
• Ability to leverage strong technical aptitude to master Procore’s product offerings, business model, services, and emerging technologies
• Ability to work cross-functionally and collaboratively with multiple stakeholders on time-sensitive projects
• Outstanding presentation and communication skills both in-person and through virtual meetings, and in writing
• Strong systematic and problem-solving skills to synthesize relevant and impactful intelligence from ambiguous data
• Experience acting as a technology evangelist 
• Able to operate in a fast-paced, diverse, innovative environment.

Stand Out Experience:

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
• Previous experience as a  construction Project Manager, Site Super, Project Finance Manager, Estimator or Project Engineer preferred  

We’re Civica and we make software that helps deliver critical services for citizens all around the world. From local to state government, to education, to health and care, over 5,000 public bodies across the globe use our software to help provide critical services to over 100 million citizens. 

Our aspiration is to be a GovTech champion everywhere we work around the globe, supporting the needs of citizens and those that serve them every day. Building on 21 years of continuous growth and success, we're at a pivotal point on our journey to realise that aspiration. 

As a company, we’re passionate about what we do and the citizens we help to serve. If you too would like to help champion the use of technology in public services, to improve outcomes for citizens and public sector organisations, then Civica is the right place for you. We will help you unlock the best version of yourself, achieve growth in your career whilst making a real difference to people and communities.  

Why you will love this opportunity as Director, Support (Health) at Civica

In this senior leadership role, you will oversee the support teams, processes, and technology that serve the customers and products within your division. Reporting directly to the divisional Executive Director and Head of Support, you will lead a team of support professionals while collaborating with leaders across Service, Development, Product, and Central Functions.

The position requires strategic thinking, strong problem-solving skills, and extensive stakeholder management experience, with the ability to thrive in a fast-paced environment. You will plan, budget, and coordinate the performance of the division’s support function to consistently meet customer satisfaction and operational support targets.

Staying up-to-date with evolving technology and supported products, you will recruit and develop a high-performing support team, fostering career growth and skills development. Your role involves leading and motivating the team to deliver support excellence and achieve high business outcomes.

You will define, manage, and report on KPIs for support activities, leveraging data analysis to identify efficiencies and areas for improvement. A champion of continuous process improvement and innovation, you will drive enhancements in support KPIs, contributing to increased customer satisfaction, retention, and referenceability.

Collaborating with other support leads across the organization, you will share and refine support best practices, ensuring the delivery of exceptional results across the board. This is a unique opportunity to make a significant impact by shaping the future of support excellence in your division.

Requirements

What you will need to be successful in this role

·       Extensive experience in support and operational leadership within a matrix organization.

·       Proven ability to manage and lead complex, geographically dispersed teams, including remote teams, in dynamic environments.

·       Strong communication skills, with the ability to effectively engage and influence stakeholders at all levels.

·       Highly analytical mindset, with expertise in data-driven decision-making using metrics and tools to inform strategy.

·       Exceptional organizational skills and the ability to prioritize effectively in a fast-changing environment.

·       Strategic and responsive planning capabilities to align with business goals.

·       Experience with Salesforce ServiceDesk (ticketing system) preferred

·       Proficiency in Salesforce, SharePoint, and Power BI.

We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit.  

What you will need to be successful in this role

·       Extensive experience in support and operational leadership within a matrix organization.

·       Proven ability to manage and lead complex, geographically dispersed teams, including remote teams, in dynamic environments.

·       Strong communication skills, with the ability to effectively engage and influence stakeholders at all levels.

·       Highly analytical mindset, with expertise in data-driven decision-making using metrics and tools to inform strategy.

·       Exceptional organizational skills and the ability to prioritize effectively in a fast-changing environment.

·       Strategic and responsive planning capabilities to align with business goals.

·       Experience with Salesforce ServiceDesk (ticketing system) preferred

·       Proficiency in Salesforce, SharePoint, and Power BI.

We really do want you to bring your whole self to work. There is no such thing as the perfect candidate, so if you think you have what it takes, but don't necessarily meet every single point on the list, please still get in touch. We'd love to have a chat and see if you could be a great fit.  

Why you'll love working with us.

We know that when our people are happy, they will work better and have greater work satisfaction. Here's what you can expect:

We're all different - and we love this about us.

We provide an inclusive, safe, and welcoming environment to all Civicans - there are heaps of opportunities to enable you to grow and be your best.   

Giving culture - we encourage you to "give back" with benefits such as our Days of Difference leave where you can volunteer for a charity of your choice.

Flexible Work - we have the technology and tools to support you to work from home and come into our offices now and then to catch up and socialise with colleagues.

Apply for this job - Become part of something special Do you see yourself in this role? If so, then we would love to hear from you.

We are an equal opportunity employer. We do not discriminate based on race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. In fact, we strongly believe that diversity of experience contributes to a broader collective perspective that will consistently lead to a better company and better outcomes. We are working hard to increase the diversity of our team wherever we can, and we actively encourage everyone to consider becoming a part of it. We are especially keen to receive applications from Aboriginal and Torres Strait Islander peoples of Australia.

Purpose of the role

The Sales Support Executive role will be responsible for the tracking and analysis of sales.

A key responsibility of the role will be to support the account team with administrative management of promotions, price and product detail.

Proven experience in sales; experience as a sales support executive or in other administrative positions will be considered a plus.

KPI's

• Updating & Analysis of daily sales across the business  

• Management of promotional plan – management of promotional grid, loading & reviewing in trade spend system & customer system
• Reviewing promotional ROI
• Maintenance of promotional booking Forms for states and MSOs

• Management of product data New Line Forms & Internal master data
• Price maintenance & paperwork

• Building briefing materials for the field force
• Management and uploading of street funds 
• Adhoc tasks

Personal Leadership

• Effective communication across the business
• Consistently sets the standard for behavior with own actions and behaviors
• Lives and champions TCCD Business Values and challenges inappropriate behaviors
• Makes well considered, informed decision, and follows through decisively with actions
• Prioritises tasks and manages time effectively to meet deadlines maximize personal productivity
• Displays resilience and perseverance when confronted by considerable obstacles and setbacks
• Exerts positive influence to meet objectives and build effective relationships

Key Relationships

• National Business Manager
• National Account Manager
• Operations team
• Field team

Key Challenges

• Conflicting priorities / time management
• Adapting to changing business priorities

Skills and Qualifications

• Exceptional attention to detail
• Analytic skills
• Strong IT skills (technical)
• Strong MS Office skills esp. Excel
• Ability to prioritize and manage time effectively
• Field or retail experience will be highly regarded

Personal Attributes

• Self motivated and energetic
• High level of written and oral communication skills
• Ability to work limited supervision when required
• Works effectively in a team environment

The Customer Service Representative (Internally: Client Associate) is accountable, as part of a team, for providing support to clients on all issues relating to the international payment process whilst maintaining our reputation for ease of transaction and friendly service.

Key responsibilities include providing outstanding customer service, answering questions, explaining processes, products and services, and providing back office services in accordance with internal procedures and relevant legislation.

What you do

• Be the first point of contact on all issues relating to the international payment process.
• Deliver unparalleled customer service to clients and internal stakeholders via telephone and email.
• Manage high call and email volumes, and deliver outcomes within restrictive timeframes.
• Interact with new and existing clients on inbound/outbound calls/emails.
• Escalate calls within the company if required in accordance with internal procedures.
• Follow up with clients in accordance with AML/CTF regulations. 
• Communicate effectively with internal departments when required i.e. Compliance. 
• Contact clients in a timely manner to confirm their transfers.
• Respond to client queries across all facets of the payment process including tracking funds. and coordinating responses with Operations and Settlements.
• Gain knowledge of and remain up to date on relevant legislation.

About the Position 
 
This role will have responsibility for leading the team that makes every customer in their Major Area committed to Service Now for life and have the ability to marshal all customer resources to address any customer satisfaction, adoption, professional services, or renewal challenges within their Major Area, resulting in clear accountability, consistent service and one face to the customer. 
 
This role also carries the lead responsibility for Customer Satisfaction and Success through the sale and delivery of our Impact and Services products and add-ons, as well as the relationship with Partners -- all of which are critical to the company’s short and long-term success. 
 
Responsibilities 

• Owns the overall success, renewal and growth for all customers in a defined Major Area 

• Drives the alignment of customer success, expert services and transformational resources through adoption of innovative offers combined with market leading solutions that accelerate business value for our customers 

• Focus on customer intimacy to deliver business impact and innovation to a customer’s business by understanding our customers’ key business issues and opportunities 

• Create evangelists by listening to customers closely and delighting them with our user experience and service 

• Create growth opportunities with new product features and enhancement information 

• Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper 

• Create a consistent and valued customer experience developing and scaling repeatable methodologies and proven best practices 

• Work closely with the Sales organization to develop and execute growth plans and strategies to drive License Agreements, expert services and customer success. This will also require territory and portfolio planning alignment with Sales. 

• Establish relationships with leadership across sales, solution consulting, services, product, channel, and support leadership to ensure cross-functional alignment at scale 

• Effectively build and establish relationships with partner consulting organizations to enable a go-to- market strategy 

• Manage and achieve key business metrics including bookings, revenue, P&L, utilization, and expenses 

• Customer obsessed mindset in driving value and NPS across all CEG pillars 

• Be an inspirational leader and create a vibrant, inclusive culture that inspires people to do their best work. Provide Coaching, mentoring and an environment for growth, development and feedback to ensure the right skills and resources are in place for success. 

• Operationalize key national/global programs as well as to ensure the team can scale to meet the needs of our customers and do more with less over time. 

Background and Experience 

• A track record for building and growing a world-class organization through talent acquisition, onboarding, and retention, characterized by high productivity and excellent morale 

• Proven market experience for the nominated Major Area 

• Experience with the enterprise and demonstrated leadership to make rapid decisions and problem-solving in this environment. 

• Excels in navigating a highly collaborative and highly matrixed environment 

• Proven experience building and running a business with the right operational skills 

• Proven track record working with Product Management to deliver customer functionality – in this case to drive adoption 

• Demonstrated success in building a Services, Customer Engagement or Partner Engagement function 

We’re looking for a Commercial Customer Success Engineer to drive the success of Procore’s strategic commercial customers. In this role, you’ll be the  product champion of Procore and serve as a subject matter expert. You will succeed in this role when the customer succeeds in adopting and realising business performance gains from their investment in Procore. You will literally be helping improve the lives of our construction customers by connecting them on a global platform.

As a successful Commercial Customer Success Engineer you’ll help organisations understand best practices around construction technology and solutions, and the many business benefits they can provide. You’ll work in a highly collaborative, creative, and driven environment that values openness, optimism, and ownership. In this role, you’ll leverage your consultative-mindset and knowledge of the construction industry and Procore’s software platforms to provide clients with important recommendations on how to maximise the value of their Procore technology, and what other products they can benefit from. You’ll partner closely cross-functionally with Sales, PS, Support, Product and Marketing. Successful candidates are passionate about construction and technology. 

This role is based in Sydney, Australia and reports into Manager of Customer Success.

What You’ll Do:

• Make data-driven recommendations to your customers on how they can optimize the value of Procore, based on customer analytics and industry best practices.
• Craft value-based presentations that address customer business problems and accelerate the adoption of the Procore platform
• Provide product roadmap and product release updates to your customers so that they can benefit from our leading-edge technology
• Drive in product demonstrations and coordinate multiple technical resources, both internal and external
• Provide the highest level of responsiveness and customer service and to your clients, through clear and effective communication
• Foster a positive team culture by supporting and mentoring your fellow Procorians
• Collaborate with all levels of the Procore organization to develop best practices and drive Procore’s evolution as a market leader
• Develop a mastery of Procore’s products, professional services, and industry best practices
• Up to 50% travel to client sites (may include domestic and international), industry events, and other Procore offices

What we’re looking for:

• 5+ years of Customer Success, Professional Services, Technical Pre-Sales experience or 5+ years of Construction industry expertise preferred
• Ability to leverage strong technical aptitude to master Procore’s product offerings, business model, services, and emerging technologies
• Ability to work cross-functionally and collaboratively with multiple stakeholders on time-sensitive projects
• Outstanding presentation and communication skills both in-person and through virtual meetings, and in writing
• Strong systematic and problem-solving skills to synthesize relevant and impactful intelligence from ambiguous data
• Experience acting as a technology evangelist 
• Able to operate in a fast-paced, diverse, innovative environment.

Stand Out Experience:

• Understanding of the construction industry across different verticals (general contracting, subcontracting, real estate development, etc.) is a plus
• Previous experience as a  construction Project Manager, Site Super, Project Finance Manager, Estimator or Project Engineer preferred  

What you get to do in this role

• Utilise your profound knowledge and experience in managing and exceeding Support KPIs and critical Technical Support Metrics including Customer Satisfaction, Time to Relief/Resolution (TTRf/TTR), reducing backlogs., increasing efficiency, and implementing/upholding change management, etc.
• Partner with other regional leaders to define and implement strategies to improve customer experience and grow and develop teams.
• Own and bring to conclusion high-impact customer escalations by working with cross-teams.
• Provide quarterly business updates to Senior Leadership.
• Drive case management success from detection to resolution and dissatisfaction issues for customer accounts leading to ongoing enhanced customer experiences.
• Manage major operations outages and communications to customers.
• Evaluate current processes, technology and organizational skills and drive improvements that will enhance customer and employee experience.
• Lead by example to cultivate and maintain a culture built on teamwork, collaboration, and customer focus.
• Manage to the company’s and department’s vision, goals, mission and values.
• Participate in weekend and holiday on-call rotation as required.

Key responsibilities will include:

• proactively managing assigned customers;
• ensuring a superior level of customer service to facilitate client access to Medilaw's Independent Medical Exams and other Medilaw services according to the client's needs; 
• promptly answering the phone to all clients and managing appointments and appointment related inquiries in line with Medilaw procedures;
• delivering superior customer service & client liaison to our key stakeholders;
• actively promoting new products/services to assigned existing clients.

What you get to do in this role

The Support Engineer is part of a global organization entrusted as a technical resource to guide our customers during critical issues to ensure a timely and effective case resolution. In support engineering, the customer and their positive experience is paramount and central to our daily efforts. ServiceNow support engineering is integral to the success of our customers, as well as for the health of ServiceNow.

In this role, the support engineer will resolve technical cases created by customers looking for help to understand or troubleshoot unexpected behaviors or to answer technical questions about the ServiceNow software and platform.

A successful candidate will be committed to providing amazing customer support experiences, using skills that include building trust, showing empathy and excellent communication to answer customer questions and resolve issues through various technologies including web, chat, email, case updates, as well as direct telephone support.

• The Senior Technical Support Engineer will be responsible for managing and resolving the most challenging issues for the ServiceNow Technical Support team focusing on ServiceNow Technologies. This includes being the last point of escalation within the technical support department and mentoring junior team members in the various technologies.
• The successful candidate will be able to quickly gain an understanding of the ServiceNow platform. This is a customer-facing role and therefore it requires strong inter-personal skills in addition to strong technical skills. The Technical Support Engineer must able to work outside of normal business hours (evening/weekend shifts, holidays, on-call) as needed. 

What you get to do in this role

As a Technical Support Engineer, you will enable our customers with your passion and knowledge of the ServiceNow Platform. You will be responsible for managing and resolving the most challenging issues and escalation for the customer and providing technical guidance in addressing their business needs. The focus will be on addressing complex Integration issues that are inbound or outbound of the ServiceNow Platform. You will be the voice of the customer in ServiceNow product and development teams for product feedback and improvements. You will play an integral role in building knowledge and be part of strategic initiatives for process improvements.   As part of this team, you will be expected to learn our product suite as it continues to grow so you can best understand and support how our customers make use of our platform.

Specifically, the Technical Support Engineer will be involved in 

• Customer Advocate providing support to users/administrators of our platform.
• Contributing to the growth of best practices for the delivery of support services.
• Understanding our platform, cloud technologies and troubleshooting practices to ensure successful resolution of challenging technical situations.
• Assessing, troubleshooting, resolving and providing root cause analysis for ServiceNow Product issues.
• Managing customers' expectations and experience in a way that results in high customer satisfaction.
• Maintaining technical expertise in assigned areas of product functionality and use that expertise to help customers.
• Suggesting and implementing improvements to internal processes and work on technical and non-technical projects.
• Communicating with customers and our teams through case, phone and other digital methods.
• Creating knowledge base materials dedicated towards operational efficiency while also empowering and enabling the customers.
• Maintaining impeccable case hygiene and customer related files and records.
• Handling incoming phone calls for existing and new customer issues.