Technical & Business Operations Agent

Amdocs•Bedford, MA

15h

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. 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). Why you will love this job: • You will have a wide scope of activities • You will have excellent products and solutions • You will have the opportunity to work in a growing organization, with ever growing opportunities for personal growth and one of the highest scores of employee engagement in Amdocs! • 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! Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

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).