Contact Center Agent

Role overview

NextEra is hiring Contact Center and Service Desk support professionals for IT operations in Riyadh. This position sits within a unified contact center and service desk environment and is responsible for delivering round-the-clock frontline support across multiple channels.

The role combines elements of L1/L2 service desk support, desktop/field support coordination, and reliability operations support.

Core responsibilities

• Serve as the main point of contact for IT support requests.
• Manage incoming interactions through voice, email, chat, portal, and WhatsApp.
• Record tickets in the ITSM platform and assign the correct category and priority.
• Resolve basic issues at first-line support level whenever possible.
• Handle incident management, request handling, and first-response triage activities.
• Work toward first contact resolution wherever feasible.
• Forward more complex cases to L2 or L3 teams according to escalation guidelines.
• Keep documentation accurate and contribute updates to the knowledge base.
• Encourage users to use self-service options and provide guidance on AI/chatbot tools.
• Support VIP and high-priority users when needed.
• Maintain service levels and quality standards as defined by the operation.

Performance expectations

• P1 response time: within 15 minutes.
• First call resolution target: around 70%.
• Customer satisfaction target: above 4.2 out of 5.
• Average speed of answer: under 30 seconds.

Requirements

• Graduate degree required; IT or Computer Science is preferred.
• 2 to 4 years of experience in a service desk or contact center environment.
• Strong communication skills and the ability to handle customers professionally.
• Must be comfortable working in both Arabic and English.
• Working knowledge of ITSM tools such as ServiceNow or a similar platform.
• Basic understanding of Active Directory, M365, and end-user computing.
• ITIL Foundation certification is preferred.