Associate Technical & Business

Amdocs

Pune, India

Last shared 50 days ago

Job Details

Experience

2 - 7 years

Employment Type

Full-time

Employer Job ID

300518501355

Industry Sector

Functional Area

Telecommunications Information Technology
Job Description
You will perform ticket analysis, service interruption analysis, triaging of issues, follow- up with relevant teams for resolution. You will ensure that all required ticket information is available for further analysis (for example, screenshot of error and customer ID) and run methods and procedures to provide resolution to known/ recurring issues. You will use your skills to effectively use the existing knowledge base and documentation for quick- win and first- level resolution. You will perform queue management for assigning tickets to other teams, and follow up for timely resolution while keeping track of SLAs. You will ensure timely resolution or escalation within the agreed SLA. This includes creating a positive customer support experience and build strong relationships through problem understanding, communicating promptly on progress, and handling customers with a professional attitude. You will update checklists for quality assurance and progress tracking following standard operating procedure. You will ensure the seamless handover between shifts and monitor and publish the SLA achievement by keeping track of all KPIs. You will ensure crystal clear communication and documentation as point of contact. You will perform validation, verification, and correction, wherever applicable, of artifacts of the system (reports, bills, event records, screens, and so on). Report and properly document errors that are detected. You will perform basic software system operations, using the online screen, running maps and jobs, basic configuration/ installation, and taking backups. You will work on fallouts from various applications, journalize manual billing requests, process payments, and customize miscellaneous activities.
Company Description
Amdocs Development Center India Pvt. Ltd. If you re a smartphone user then you are part of an ever more connected and digital world. At Amdocs, we are leading the digital revolution into the future. From virtualized telecommunications networks, Big Data and Internet of Things to mobile financial services, billing and operational support systems, we are continually evolving our business to help you become more connected. We make sure that when you watch a video on YouTube, message friends on SnapChat or send your images on Instagram, you get a great service anytime, anywhere, and on any device. We are at the heart of the telecommunications industry working with giants such as AT&T, Vodafone, Telstra and Telefonica, helping them create an amazing new world for you where technology is being used in amazing new ways every single day.

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