Associate Technical & Business

Amdocs

Fill 66Pune (Maharashtra)

Last shared 238 days ago

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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.

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About Amdocs

Amdocs is a leading software and services provider to communications and media companies of all sizes, accelerating the industry’s dynamic and continuous digital transformation. With a rich set of innovative solutions, long-term business relationships with 350 communications and media providers, and technology and distribution ties to 600 content creators, Amdocs delivers business improvements to drive growth. Amdocs and its 25,000 employees serve customers in over 85 countries. Listed on the NASDAQ Global Select Market, Amdocs had revenue of $3.9 billion in fiscal 2017. For more information, visit Amdocs at www.amdocs.com.
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