وظيفة مساعد دعم مكتب الخدمة لدى NextEra في الرياض

We are looking for a Contact Center Support Associate to join our team and deliver exceptional customer service while managing support requests efficiently.

Key Responsibilities

• Handle inbound customer calls, emails, and support tickets.
• Perform basic troubleshooting and provide first-level support.
• Create, update, track, and close tickets within SLA timelines.
• Follow SOPs to resolve issues and provide timely customer updates.
• Escalate incidents to the appropriate teams/vendors when required.
• Maintain accurate records of customer interactions and resolutions.
• Ensure high customer satisfaction (CSAT) through effective communication and support.

Required Skills

• Experience in a Contact Center / Service Desk environment.
• Knowledge of CC metrics such as ASA, AHT, FCR, CSAT, and SLA.
• Hands-on experience with ticketing tools such as Jira, ServiceNow, Zendesk, Freshdesk, BMC Remedy, or ManageEngine.
• Basic troubleshooting and ticket management skills.
• Experience with email and remote support.
• Strong communication and customer service skills.
• Understanding of escalation management and SOP-based support processes

Preferred

• Experience in voice, email, and ticket-based support.
• ITIL awareness/certification is an advantage.