Job
Description
0px> Who are we 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 approximately 30,000 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 $4.89 billion in fiscal 2023. In one sentence The role involves handling incidents and service requests from customers/end-users by following the standard methods and procedures of the unit. What will your job look like You will perform ticket analysis, service interruption analysis, triaging of issues, and 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 apply 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 building strong relationships through understanding the problem, communicating promptly on progress, and handling customers with a professional attitude. You will update checklists for quality assurance and progress tracking, following standard operating procedures. 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 a 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). You will report and properly document any 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. All you need is... Key Responsibilities: 1. Customer Support: Respond to customer inquiries, troubleshoot technical issues, and provide solutions via email, phone, or other communication channels. Manage incidents using CRM system and ensure adherence to SLA. 2. Technical Troubleshooting: Investigate and resolve complex customer problems by analyzing software and hardware configurations, conducting tests, and debugging issues. 3. Incident Management: Take ownership of customer-reported incidents, follow established procedures, and escalate cases to the appropriate teams when necessary. 4. Documentation: Create detailed and accurate technical documentation, including troubleshooting guides, knowledge base articles, and FAQs. 5. Collaboration: Collaborate with cross-functional teams, including RD , SME, DBA and project delivery teams to identify and resolve customer issues and improve product functionality. 6. Product Knowledge: Stay up-to-date with the companys Helix(SAS) products suite and services, new features, and enhancements to provide accurate and timely support. 7. Training and Mentoring: Assist in training and mentoring junior support engineers, sharing knowledge, best practices, and troubleshooting techniques. Required Skills and Qualifications: 1. Technical Expertise: Strong understanding of computer systems, software applications, networking, and troubleshooting methodologies. Knowledge of Linux/Unix systems advance commands, Good knowledge of SQL / Databases (oracle/Hadoop) , shell scripting, python is beneficial. Knowledge of troubleshooting of web services and tools like fiddler, Wireshark, tcpdump, postman etc. is required. Experience with Monitoring tools like Grafana, Nagios is also a definite plus. 2. Customer Service: Excellent customer service skills with the ability to empathize and communicate effectively with customers of varying technical abilities. 3. Problem Solving: Demonstrated ability to analyze complex technical problems, perform root cause analysis, and develop effective solutions. 4. Communication: Strong verbal and written communication skills, including the ability to convey technical concepts to non-technical customers. 5. Time Management: Ability to multitask and prioritize tasks effectively to meet customer expectations and resolve issues within established service level agreements. 6. Teamwork: Proven ability to work collaboratively in a team environment, share knowledge, and contribute to the overall success of the support organization. 7. Adaptability: Flexibility to work in a dynamic and fast-paced atmosphere in 24x7 environment , quickly learn new technologies, and adjust to changing priorities. 8. Attention to Detail: Strong attention to detail and commitment to delivering accurate and high-quality support. Preferred Experience and Qualifications: 1. Previous Experience: 5 to 8 years experience in technical customer support, help desk, or a related field is preferred. 2. BE/B.Tech or equivalent degree in Computer systems or relevant streams. 3. Certifications: Relevant certifications in areas such as Linux/Unix, SLQ, and networking or any other software applications, or specific technologies are a plus. 4. Industry Knowledge: Familiarity with the telecom industry and market trends related to the similar OSS products or services is desirable. Why you will love this job: You will get to show off your fine-tuned skills for resolving issues and helping the end-user. You will be a key member of a global, dynamic and highly collaborative team with various possibilities for personal and professional development. You will have the opportunity to work in a multinational environment for the global market leader in its field.
