وظيفة وكيل مركز اتصال لدى NextEra في الرياض

Dear All,

NextEra is looking for Contact Center & Service Desk resources in IT field.

Contact Center Agent (L1/L2 Support) - 4 Open Position:

Role Summary

Provide 24x7 frontline omni-channel IT support as part of an integrated Contact Center & Service Desk, handling user queries, incidents, and service requests across voice, chat, email, and portal channels.

The role bridges:

• L1/L2 Service Desk
• Field/Desktop Support
• SRE / Reliability Operations

Key Responsibilities

• Act as Single Point of Contact (SPOC) for IT support requests
• Handle omni-channel interactions (Voice, Email, Chat, Portal, WhatsApp)
• Perform ticket logging, categorization, and prioritization in ITSM tool
• Provide first-level troubleshooting and resolution (L1)
• Execute:
• Incident Management
• Request Fulfillment
• Triage & First Response
• Ensure First Call Resolution (FCR) wherever possible
• Escalate complex issues to L2/L3 teams as per defined procedures
• Maintain accurate documentation & knowledge base updates
• Support self-service adoption and AI/chatbot guidance
• Provide VIP / high-priority user handling when required
• Ensure adherence to SLA targets and quality standards

SLA & Performance Expectations

• P1 Response: < 15 minutes
• FCR: ~70%
• CSAT: > 4.2/5
• Avg Speed of Answer: < 30 seconds

Required Skills & Qualifications

• Graduate (IT / Computer Science preferred)
• 2-4 years of Service Desk / Contact Center experience
• Strong customer handling & communication skills
• Bilingual capability (Arabic + English)
• Knowledge of:
• ITSM tools (ServiceNow or equivalent)
• Active Directory / M365 / End-user computing basics
• ITIL Foundation certification (preferred)