Job Description

Job ID: 182702 Required Travel : Minimal Managerial - No Location: :India-Pune (Amdocs BPO)-Amdocs Site 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 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 $4.3 billion in fiscal 2021. For more information, visit Amdocs at In one sentence Serve as first point of contact for incidents and service requests from end-users What will your job look like You will serve as first point of contact for incidents and service requests from end-users. You will appropriately categorize, prioritize, and escalate incidents and service requests that cannot be resolved You will provide simple solutions at a basic level based on script/methods and procedures You will handle all queries pertaining to incidents via email, phone, and the ticket system based on the defined process You will coordinate the communication (calls, emails, situation room, and so on) for all critical issues You will dispatch cases to be handled by the appropriate function (based on understanding the product, and service) You will identify issues that could be resolved at the first level (mark as duplicates, identify non-issues, re-dispatch, and so on). All you need is... Mandatory Requirement: . Experience - 1 Year to 4years - BPO Voice/Chat/Back office Experience (Preferred - Telecom/Order management) . Qualification -BCA/BCS/BSC/BCOM/BA/ BTech - Only full time graduates . Looking for immediate joiners 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) 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 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

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