Contact Center Agent📣 Job Ad

About the Role

NextEra is seeking to hire four Contact Center Agents to join their IT team in Riyadh, Saudi Arabia. This role is integral to an integrated Contact Center & Service Desk, providing 24x7 frontline omni-channel IT support. The Contact Center Agent will be responsible for handling a wide range of user queries, incidents, and service requests across multiple communication channels, acting as the primary point of contact for IT support. This position bridges the functions of L1/L2 Service Desk, Field/Desktop Support, and SRE/Reliability Operations, offering a comprehensive IT support experience. The ideal candidate will be adept at troubleshooting, resolving issues efficiently, and ensuring high levels of customer satisfaction while adhering to strict Service Level Agreements (SLAs).

Key Responsibilities

• Serve as the Single Point of Contact (SPOC) for all IT support requests.
• Manage omni-channel interactions including voice, email, chat, portal, and WhatsApp.
• Perform accurate ticket logging, categorization, and prioritization within the ITSM tool.
• Provide first-level troubleshooting and resolution (L1) for IT incidents and service requests.
• Execute Incident Management processes, including triage and first response.
• Handle Request Fulfillment for standard IT service requests.
• Strive to achieve First Call Resolution (FCR) for a significant percentage of incoming queries.
• Escalate complex technical issues to L2/L3 teams according to defined procedures.
• Maintain up-to-date and accurate documentation and contribute to knowledge base updates.
• Support the adoption of self-service options and guide users on AI/chatbot functionalities.
• Provide dedicated support for VIP and high-priority users when required.
• Ensure strict adherence to SLA targets and maintain high-quality service standards.

Qualifications and Requirements

• A graduate degree, preferably in IT or Computer Science.
• 2 to 4 years of experience in a Service Desk or Contact Center environment.
• Proven experience in handling IT support requests across various channels.
• Familiarity with ITSM tools such as ServiceNow or equivalent.
• Basic knowledge of Active Directory, M365, and end-user computing fundamentals.
• ITIL Foundation certification is preferred.

Required Skills

• Expertise in omni-channel IT support, including voice, chat, email, and portal channels.
• Proficiency in handling user queries, incidents, and service requests.
• Strong customer handling and communication skills.
• Bilingual proficiency in both Arabic and English is essential.
• Experience with Service Desk operations, Field/Desktop Support, and an understanding of SRE/Reliability Operations.
• Ability to perform ticket logging, categorization, and prioritization.
• Skilled in first-level troubleshooting and resolution (L1).
• Competence in Incident Management, Request Fulfillment, and Triage & First Response.
• A focus on achieving high First Call Resolution (FCR) rates.
• Capability to escalate issues effectively to L2/L3 teams.
• Proficiency in maintaining documentation and updating knowledge bases.
• Experience in supporting self-service adoption and AI/chatbot guidance.
• Ability to provide specialized handling for VIP/high-priority users.
• Commitment to meeting SLA targets and quality standards.

Work Environment and Location

This is a contract position located in Riyadh, Saudi Arabia. The role requires a commitment to providing 24x7 support, ensuring continuous service availability.