Job Description

:Job ID: 186691
Required Travel :Minimal
Managerial - No
Location: :India- Bombay (Mumbai) (Amdocs Site)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\xe2\x80\x99 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\xe2\x80\x99 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 sentenceResponsible for providing outstanding technical support to a global customer base.Keeps ownership for the resolution of complex technical problems, including debugging, simulations, locating bugs, tool and script development for problem diagnosis, troubleshooting and reproduction.What will your job look like?

• 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.
• Technical Troubleshooting: Investigate and resolve complex customer problems by analysing software and hardware configurations, conducting tests, and debugging issues.
• Incident Management: Take ownership of customer-reported incidents, follow established procedures, and escalate cases to the appropriate teams when necessary.
• Documentation: Create detailed and accurate technical documentation, including troubleshooting guides, knowledge base articles, and FAQs.
• Collaboration: Collaborate with cross-functional teams, including SME, DBA and project delivery teams to identify and resolve customer issues and improve product functionality.
• Product Knowledge: Stay up-to-date with the company\'s Helix products suite and services, new features, and enhancements to provide accurate and timely support.
• Training and Mentoring: Assist in training and mentoring L1 support engineers, sharing knowledge, best practices, and troubleshooting techniques.

• 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) is mandatory. 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.
• Customer Service: Excellent customer service skills with the ability to empathize and communicate effectively with customers of varying technical abilities.
• Previous Experience: 3 to 8 years\xe2\x80\x99 experience in technical customer support, help desk, or a related field is preferred.
• BE/B.Tech or equivalent degree in Computer systems or relevant streams.
• Certifications: Relevant certifications in areas such as Linux/Unix, SLQ, and networking or any other software applications, or specific technologies are a plus.
• Industry Knowledge: Familiarity with the telecom industry and market trends related to the similar OSS products or services is desirable

• Get a chance to gain valuable experience and wide knowledge of Software integrative systems!
• Get the opportunity to be exposed to advance marked technologies and working with multi channels and divers area of expertise!

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