Amdocs Hiring Drive – Technical & Business Operations Agent Role

Amdocs Hiring Drive: An exciting and rewarding job is open for a talented and meticulous Tech & Business Operations Agent to join the Amdocs BPO division in Pune, India. This job is for people who are enthusiastic and want to gain exposure to ticket-handling, service management systems, and customer issue resolution in a top IT and telecoms service. The position focuses on providing support to operational needs as well as managing service requests and ensuring that communication is effective during critical technical scenarios.

Overview

• Job Title: Technical & Business Operations Agent
• Location: India – Pune (Amdocs BPO, Amdocs Site) Job ID: 205702
  Travel Requirement: Minimal
  Managerial Role: No

Key Responsibilities

• Serve as the primary contact point for all incidents, such as service requests, inquiries from users via telephone, email or ticketing systems.
• Sort out, categorise, and escalate any incidents that are unable to be solved quickly to the right operational or technical teams.
• Provide simple and efficient resolutions using pre-defined procedures or scripts, or step-by-step troubleshooting techniques.
• Control communication across all channels in critical times, such as phone calls, crisis rooms or emails, ensuring professionalism and transparency throughout the process.
• Dispatch cases to the appropriate functions based on knowledge of the product, as well as the type of service and the complexity of the issue.
• Find instances of repeated problems or duplicate cases and address them immediately at the earliest stage whenever it is possible.
• Find out if there are any issues or misdirected requests and ensure that the request is directed to the appropriate support category.
• Make sure you have a clear and accurate record of every case dealt with to ensure transparency in tracking and readiness for audits.
• Help end users with a mindset of problem-solving, utilising good judgment and an understanding of operations at the enterprise level.
• Work with internal teams via established communication channels that allow for rapid turnaround times for unresolved issues.

Required Qualifications

• Recent graduates of Computer Science, Information Technology, Business Operations, or related fields are invited to apply.
• Experience in tech support or business operation, or a call centre is a plus, but it’s not a requirement.
• Experience with ticket handling systems like ServiceNow, Remedy, or JIRA is a huge benefit.
• Excellent written and verbal communication skills, paying attention to details and clarity.
• Achieved strong record-keeping and documentation skills.
• Basic understanding of Microsoft Office applications, including Excel, Word, and Outlook.
• Knowledge of the applications used by the end-user, Software troubleshooting, understanding of end-user applications, and business communications protocols.
• Ability to multitask in stressful situations and manage shifting priorities, and keep a positive attitude towards customers.

Desirable Traits

• A strong logical mind with the ability to adhere to normal operating procedures.
• Ability to comprehend IT workflows in service management and the basic system dependencies.
• The desire to continue learning and to develop professional expertise in the delivery of technical services.
• Ability to adjust to a rapidly changing workplace that is governed by deadlines and service level goals.

Application Process

Candidates interested in applying should create an updated resume that highlights relevant experience in operations and technical areas. Focus on the ability to communicate, as well as teamwork and commitment to the satisfaction of customers, will be evaluated during selection. Applications will be assessed according to their alignment with job requirements as well as their determination to contribute to operational excellence in an internationally renowned technology firm.

Amdocs Hiring Drive – Apply Link

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