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

Advanced Technical Support Analyst, responsible for providing high-level technical support and troubleshooting to our clients. Required Skills: excellent problem-solving skills, a strong customer service orientation, The role also includes hands-on work as an analyst whenever required, guiding, and assisting teams in problem resolution, providing technical coaching, mentoring, and knowledge management.

What will your job look like?

• Provide advanced technical support to Customer Care, diagnosing and resolving complex problems.
• Conduct thorough analysis of customer complaints and Care Cases, ensuring accurate and efficient resolution.
• Collaborate with cross-functional teams as necessary to resolve customer technical needs.
• Act as a technical resource for peers and collaborating teams, providing guidance and assistance as needed.
• Stay current with industry trends and advancements, continuously enhancing wireless knowledge and skills.
• Communicate effectively on case resolution, providing clear and concise instructions and explanations to customer complaints cases.
• Ensure that staff takes ownership of operational issues, be proactive when dealing with user issues, and track the status of activities managed by the team.
• Actively participate and bring added value to root cause analysis.
• Ensure that metrics, such as KPIs and SLAs that are set for the unit, are met.
• Respond to enquiries from customers and help resolve their problems.
• Ensure compliance with various audit processes such as ISO/SAS/SOX/SSAE16/client-requested audits, and so on. Responsible for knowledge management, executing training plans, technical coaching, and mentoring. 
• Ensure that processes that are set up for issue analysis/research are efficient and effective.Guide and assist team to identify and analyze production issues, track recurring issues, identify ways to prevent them, or suggest a permanent fix.

All you need is…

• 6-7 years of Telecom industry experience.
• Must have experience in technical support and wireless industry.
• Knowledge of wireless platforms and networking protocols.
• Proficient in troubleshooting wireless IT, Network and Device technical. 
• Excellent communication skills and ability to respond to customer queries quickly.
• Good hands-on technical knowledge.
• Excellent domain knowledge such as incident handling, production management, and audit processes.
• Preferably experience in a complex global, matrix organization working across multiple time zones.
• Experience in working in ambiguous situations, working under pressure, and flexible work hours.
• Production-oriented with a sense of urgency and sensitive to production requirements.

Why you will love this job:

• Be part of a dynamic and innovative team that values collaboration and professional growth.
• Work in a supportive environment that encourages continuous learning and development.
• Enjoy a competitive salary and a comprehensive benefits package, including health, dental, vision, and paid time off.