Technical & Business Operations Agent

Who are we?

Amdocs helps those who build the future to make it amazing. With our market-leading portfolio of software products and services, we unlock our customers innovative potential, empowering them to provide next-generation communication and media experiences for both the individual end user and enterprise customers. Our approximately 30,000 employees around the globe are here to accelerate service providers migration to the cloud, enable them to differentiate in the 5G era, and digitalize and automate their operations. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $4.89 billion in fiscal 2023.

In one sentence

Serve as first point of contact for incidents and service requests from end-users

What will your job look like?

Job Skills

• Handling offline tickets. Need to work on varies fallouts/exceptions
• Working with field engineers/ technicians to identify, advise and resolve live issues
• Assist and fixing devices and equipment’s with technicians on live chats
• Responsible for taking control of and resolving Complex Technical and Escalated customer issues
• Provide Technical support with Issue resolution via Phone/Chat/Email electronic medium
• Perform Activation/Deactivation & handle other technical Issues using client specified tools
• Identify and provide inputs on unique (or) recurring customer problems
• Be a champion of client specific Tools, Troubleshooting Procedures & Provide Knowledge base feedback at all appropriate times to SME/TM.
• Maintains/builds relationships with other groups that impact the domain/technical aspect our support. (Ex: Tier-2, Customer Care … Etc.)
• Deliver efficient, effective, professional and courteous service to intermediaries and customers
• Address all customer and agent requests and queries within established timeframes and service levels
• Take follow up action in respect of customer queries, requests and complaints and ensure effective closure
• Be proactive towards service level timelines and quality metrics as defined in the delivery model
• Analyzing problems & Providing Solutions

All you need is...

Mandatory Requirement:

• Experience - 6 months to 3 years - BPO Voice/Chat/Back office Experience (Preferred - Telecom/Order management)
• Qualification -BCA/BCS/BSC/BCOM/BA/ BTech – Only full time graduates Work Related Requirement:
• Excellent communication skills, both spoken and written with good comprehension of English language
• Voice skills – Good to have but not mandatory. Berlitz test by Amdocs will be taken.
• Logical & analytical skills to investigate and suggest solutions
• Knowledge of computers – MS Office, understanding of software and hardware terminologies
• Interact with other departments/teams through chats/emails
• Ability to work independently within clearly defined parameters
• Ability to learn quickly with a sense of ownership
• Candidate should be ready to work in rotational shifts, mostly night shifts (including weekends)

Why you will love this job:

• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development

 Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce