Technical & Business Operations Agent

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Amdocs helps those who build the future to make it amazing. With a 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 individual end users and enterprise customers. Our employees around the globe accelerate service providers’ migration to the cloud, enable differentiation in the 5G era, and digitalize and automate operations.

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Job : 207337
Location: Bedford, MA
Required Travel: No Travel
Managerial: No

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

• You will serve as first point of contact for incidents and service requests from end-users.
• You will appropriately categorize, prioritize, and escalation incidents and service requests that cannot be resolved.
• You will provide simple solutions at a basic level based on scripts/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 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).

• Excellent knowledge of Windows operating systems.
• Ability to analyze problem situations and present appropriate solutions.
• Excellent telephone manner and listening skills.
• Superior analytical and troubleshooting skills.
• Experience with ticket-handling system is an advantage.
• Documentation skills, excellent verbal and written communication skills.
• Experience in using MS Office and end-user applications.

• 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.