Service Desk/Contact Center Support Associate📣 Job Ad

About the Opportunity

NextEra is seeking a Service Desk/Contact Center Support Associate to join our team in Riyadh, Saudi Arabia. This is a full-time position focused on delivering effective customer service and managing support requests efficiently. The role is suitable for candidates with 0-1 years of experience in a support environment.

Role Summary

The Service Desk/Contact Center Support Associate plays a crucial role in ensuring high customer satisfaction by providing first-level support and managing various customer interactions. This position requires adherence to established procedures and effective communication to resolve issues and escalate when necessary.

Key Responsibilities

• Handle inbound customer calls, emails, and support tickets.
• Perform basic troubleshooting and provide initial support for reported issues.
• Create, update, track, and close support tickets within defined Service Level Agreement (SLA) timelines.
• Follow Standard Operating Procedures (SOPs) to resolve issues and provide timely updates to customers.
• Escalate incidents to appropriate internal teams or external vendors when required.
• Maintain accurate records of all customer interactions and resolutions.
• Ensure high Customer Satisfaction (CSAT) through effective communication and support delivery.

Required Qualifications and Experience

• 0-1 years of experience in a Contact Center or Service Desk environment.
• Demonstrated knowledge of Contact Center metrics.
• Hands-on experience with ticketing tools.
• Basic troubleshooting and ticket management skills.
• Experience with email and remote support methodologies.
• Strong communication and customer service skills.
• Understanding of escalation management and SOP-based support processes.

Preferred Skills and Attributes

• Experience across voice, email, and ticket-based support channels.
• ITIL awareness or certification is considered an advantage.

Work Environment

This full-time position is based in Riyadh, Saudi Arabia, within a dynamic support team focused on maintaining high standards of customer interaction and service delivery.