Exciting Opportunity at Amdocs! Apply for the Position of Technical & Business Operations Agent with 1+ Years of Experience – Propel Your Career Today!
About Amdocs :
Amdocs is a global leader in software products and services, dedicated to unlocking innovative potential for businesses building the future. With a market-leading portfolio, Amdocs empowers its customers to deliver next-generation communication and media experiences to both individual end-users and enterprise customers. With 30,000+ employees worldwide, Amdocs accelerates service providers’ migration to the cloud, supports differentiation in the 5G era, and facilitates the digitalization and automation of operations.
Job Overview :
Job Tittle : Technical & Business Operations Agent (Voice/Non-voice/Chat Process)
Location: Pune, India
Experience : 1-4 year
Description :
What Your Job Entails:
- Serve as the initial point of contact for incidents and service requests.
- Categorize, prioritize, and escalate incidents and service requests as needed.
- Provide simple solutions at a basic level following prescribed methods and procedures.
- Handle queries related to incidents via email, phone, and the ticket system.
- Coordinate communication for critical issues through various channels.
- Dispatch cases to the appropriate function based on product and service understanding.
- Identify issues resolvable at the first level (e.g., mark as duplicates, identify non-issues, re-dispatch, etc.).
Mandatory Requirements:
- Experience: 1 to 4 years in BPO Voice/Chat/Back Office (Preferred – Telecom/Order Management).
- Qualification: BCA/BCS/BSC/BCOM/BA/BTech (Only full-time graduates).
- Immediate joiners preferred.
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Work-Related Requirements:
- Excellent communication skills in spoken and written English.
- Voice skills (good to have but not mandatory, Berlitz test by Amdocs will be taken).
- Logical and analytical skills for investigating and suggesting solutions.
- Knowledge of computers, MS Office, and understanding of software and hardware terminologies.
- Interaction with other departments/teams through chats/emails.
- Ability to work independently within defined parameters.
- Quick learner with a sense of ownership.
- Ready to work in rotational shifts, mostly night shifts (including weekends).
Job Skills:
- Handling offline tickets, working on various fallouts/exceptions.
- Collaborating with field engineers/technicians to identify, advise, and resolve live issues.
- Assisting and fixing devices and equipment with technicians on live chats.
- Resolving complex technical and escalated customer issues.
- Providing technical support with issue resolution via phone/chat/email.
- Activating/deactivating and handling other technical issues using client-specified tools.
- Identifying and providing inputs on unique or recurring customer problems.
- Championing client-specific tools, troubleshooting procedures, and providing knowledge base feedback.
- Building relationships with other groups impacting domain/technical aspects of support.
- Delivering efficient, effective, professional, and courteous service to intermediaries and customers.
- Addressing customer and agent requests and queries within established timeframes.
- Proactively managing service level timelines and quality metrics as defined in the delivery model.
- Analyzing problems and providing solutions.
How to Apply:
Step 1: Read the Job Overview; match your skills and education.
Step 2: Tailor your resume to the job description, highlighting your specific skills.
Step 3: Click on “Apply Now” below.
Step 4: After clicking, it will land you on the company website. Read the instructions and submit your resume.
