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Amdocs · 10 hours ago

Technical & Business Operations Agent

Burlington, MA

Full-time

Onsite

New Grad, Entry Level

Amdocs is a leading software and services company that empowers customers to innovate and enhance communication and media experiences. The Technical & Business Operations Agent will serve as the first point of contact for incidents and service requests from end-users, ensuring effective categorization, prioritization, and resolution of issues.

Big DataCRMCustomer ServiceOutsourcingSoftwareTelecommunications

No H1B

Responsibilities

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)

Qualification

Windows operating systemsAnalytical skillsTroubleshooting skillsTicket-handling systemMS OfficeListening skillsTelephone mannerVerbal communicationWritten communicationDocumentation skills