It all started in sunny San Diego, California in 2004 when a visionary engineer, Fred Luddy, saw the potential to transform how we work. Fast forward to today — ServiceNow stands as a global market leader, bringing innovative AI-enhanced technology to over 8,100 customers, including 85% of the Fortune 500®. Our intelligent cloud-based platform seamlessly connects people, systems, and processes to empower organizations to find smarter, faster, and better ways to work. But this is just the beginning of our journey. Join us as we pursue our purpose to make the world work better for everyone.

Benefit options available through Magnit Global, depending on contract factors and upon meeting requirements.

We are currently seeking a motivated Contact Center Agent to join our Contact Centre team in Hyderabad, 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.
• Knowledge of the ServiceNow Platform.
• Prior experience working in a contact center environment.
• Prior experience training users.
• Graduate in relevant field

Equal Opportunity Employer

Magnit Global 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.