Amdocs
Off Campus Recruitment Drive 2022 | Hiring 2021 Batch : BSc, BCS, BCA & MSc
(CIS & IT streams only) | TBO Analyst | Pune
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TBO Analyst -2021 Non Engg. Off Campus Hiring-Pune
TBO Analyst
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.
All you need is...
- 2021
Batch : BSc, BCS, BCA & MSc (CIS & IT streams only)
- 55%
throughout academics, with no gaps or breaks/year down
- Excellent
communication skills
- Location
- Pune
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.
Who are we?
If you’re a smartphone user then you are part of an ever
more connected and digital world. At Amdocs, we are leading the digital
revolution into the future. From virtualized telecommunications networks, Big
Data and Internet of Things to mobile financial services, billing and
operational support systems, we are continually evolving our business to help
you become more connected. We make sure that when you watch a video on YouTube,
message friends on Snapchat or send your images on Instagram, you get great
service anytime, anywhere, and on any device. We are at the heart of the
telecommunications industry working with giants such as AT&T, Vodafone,
Telstra and Telefonica, helping them create an amazing new world for you where
technology is being used in amazing new ways every single day.
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.
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