Technical & Business Operations Agent

Amdocs • Bedford, MA

3d

About The Position

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 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 $5.00 billion in fiscal 2024. For more information, visit www.amdocs.com At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world. Work Authorization Requirement Applicants must be legally authorized to work in the United States for any employer. We are unable to sponsor or take over sponsorship of an employment visa at this time or in the future for this position. In one sentence Serve as first point of contact for incidents and service requests from end-users

Requirements

• Excellent knowledge on windows operating systems
• Ability to analyze problem situations and present appropriate solutions
• Excellent telephone manner and listening skills
• Superior analytical and troubleshooting skills
• Documentation skills, excellent verbal and written communication skills
• Experience in using MS Office and end-user applications

Nice To Haves

• Experience with ticket-handling system is an advantage

Responsibilities

• Serve as first point of contact for incidents and service requests from end-users.
• Appropriately categorize, prioritize, and escalate incidents and service requests that cannot be resolved
• Provide simple solutions at a basic level based on script/methods and procedures
• Handle all queries pertaining to incidents via email, phone, and the ticket system based on the defined process
• Coordinate the communication (calls, emails, situation room, and so on) for all critical issues
• Dispatch cases to be handled by the appropriate function (based on understanding the product, and service)
• Identify issues that could be resolved at the first level (mark as duplicates, identify non-issues, re-dispatch, and so on).

Benefits

• We offer a wide range of stellar benefits including health, dental, vision, and life insurance as well as paid time off, sick time, and parental leave!

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees