Overview
Service Desk/Contact Center Support Associate Jobs in Riyadh, Saudi Arabia at NextEra
Title: Service Desk/Contact Center Support Associate
Company: NextEra
Location: Riyadh, Saudi Arabia
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.