Job Description
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Technical & Business Operations Agent(Voice/Non...
Amdocs
Pune, Maharashtra
Apply
12 hours agoFull–time
In one sentence
Serve as first point of contact for incidents and service requests from end-users
What will your job look like?
• 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).
All you need is...
Mandatory Requirement:
• Experience – 1 Year to 3 years - BPO Voice/Chat/Back office Experience (Preferred - Telecom/Order management)
• Qualification -BCA/BCS/BSC/BCOM/BA – Only full time graduates
• Looking for immediate joiners
Work Related Requirement:
• Excellent communication skills, both spoken and written with good comprehension of English language
• Logical & analytical skills to investigate and suggest solutions
• Knowledge of computers – MS Office, understanding of software and hardware terminologies
• Interact with other departments/teams through chats/emails
• Ability to work independently within clearly defined parameters
• Ability to learn quickly with a sense of ownership
• Candidate should be ready to work in rotational shifts, mostly night shifts (including weekends)
Job Skills –
• Handling offline tickets. Need to work on varies fallouts/exceptions
• Working with field engineers/ technicians to identify, advise and resolve live issues
• Assist and fixing devices and equipment's with technicians on live chats
• Responsible for taking control of and resolving Complex Technical and Escalated customer issues
• Provide Technical support with Issue resolution via Phone/Chat/Email electronic medium
• Perform Activation/Deactivation & handle other technical Issues using client specified tools
• Identify and provide inputs on unique (or) recurring customer problems
• Be a champion of client specific Tools, Troubleshooting Procedures & Provide Knowledge base feedback at all appropriate times to SME/TM.
• Maintains/builds relationships with other groups that impact the domain/technical aspect our support. (Ex: Tier-2, Customer Care ... Etc.)
• Deliver efficient, effective, professional and courteous service to intermediaries and customers
• Address all customer and agent requests and queries within established timeframes and service levels
• Take follow up action in respect of customer queries, requests and complaints and ensure effective closure
• Be proactive towards service level timelines and quality metrics as defined in the delivery model
Analyzing problems & Providing Solutions
Why you will love this job:
• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development
Technical & Business Operations Agent(Voice/Non...
Amdocs
Pune, Maharashtra
Apply
12 hours agoFull–time
In one sentence
Serve as first point of contact for incidents and service requests from end-users
What will your job look like?
• 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).
All you need is...
Mandatory Requirement:
• Experience – 1 Year to 3 years - BPO Voice/Chat/Back office Experience (Preferred - Telecom/Order management)
• Qualification -BCA/BCS/BSC/BCOM/BA – Only full time graduates
• Looking for immediate joiners
Work Related Requirement:
• Excellent communication skills, both spoken and written with good comprehension of English language
• Logical & analytical skills to investigate and suggest solutions
• Knowledge of computers – MS Office, understanding of software and hardware terminologies
• Interact with other departments/teams through chats/emails
• Ability to work independently within clearly defined parameters
• Ability to learn quickly with a sense of ownership
• Candidate should be ready to work in rotational shifts, mostly night shifts (including weekends)
Job Skills –
• Handling offline tickets. Need to work on varies fallouts/exceptions
• Working with field engineers/ technicians to identify, advise and resolve live issues
• Assist and fixing devices and equipment's with technicians on live chats
• Responsible for taking control of and resolving Complex Technical and Escalated customer issues
• Provide Technical support with Issue resolution via Phone/Chat/Email electronic medium
• Perform Activation/Deactivation & handle other technical Issues using client specified tools
• Identify and provide inputs on unique (or) recurring customer problems
• Be a champion of client specific Tools, Troubleshooting Procedures & Provide Knowledge base feedback at all appropriate times to SME/TM.
• Maintains/builds relationships with other groups that impact the domain/technical aspect our support. (Ex: Tier-2, Customer Care ... Etc.)
• Deliver efficient, effective, professional and courteous service to intermediaries and customers
• Address all customer and agent requests and queries within established timeframes and service levels
• Take follow up action in respect of customer queries, requests and complaints and ensure effective closure
• Be proactive towards service level timelines and quality metrics as defined in the delivery model
Analyzing problems & Providing Solutions
Why you will love this job:
• You will have a wide scope of activities
• You will have excellent products and solutions
• You will have scope for professional development
💡 Quick Summary
Seeking a career-building opportunity? The Technical Business Operations Agent|Voice|Non voice|Chat position is now open for candidates interested in the BPO Jobs sector. This role in Mumbai offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in BPO Jobs is a plus.
