Overview
Contact Center Agent Jobs in Riyadh, Saudi Arabia at NextEra
Title: Contact Center Agent
Company: NextEra
Location: Riyadh, Saudi Arabia
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 24×7 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)