Call Center Agent Experienced

hace 1 semana

Guadalajara, Jalisco, México Amdocs A tiempo completo

Job ID:
Required Travel :No Travel 
Managerial - No
Location: Guadalajara, Mexico (Hybrid) 

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 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 $5.00 billion in fiscal 2024. For more information, visit  

At Amdocs, our mission is to empower our employees to 'Live Amazing, Do Amazing' every day. We believe in creating a workplace where you not only excel professionally but also thrive personally. Through our culture of making a real impact, fostering growth, embracing flexibility, and building connections, we enable them to live meaningful lives while making a difference in the world.

In one sentence

The role involves handling technical and business-related incidents and service requests from customers/end-users by following and ensuring Service Level Agreements (SLAs) are met. This position requires skills in quantitative analysis. 

What will your job look like?
  • You will be the first point of contact for customers, addressing a wide variety of products and services.
  • Handle all queries pertaining to porting phone numbers via email, phone, and the ticket system based on the defined process.
  • Coordinate the communication (calls, emails) for all critical issues.
  • Dispatch cases to be handled by the appropriate function (based on understanding the product, service, and so on).
  • Perform basic validation of the information, and if information is missing, follow up with the relevant function to completion.
  • Validate the case severity and reassign if necessary (based on business criticality and impact).
  • Ensure appropriate handover of all open tasks to a person working in the next shift.
  • Strict conformation to unit- and contract-defined SLAs (time to respond, to resolve, acknowledgement, and so on).
  • Prepare a summary or detailed report for dispute and escalation cases (summary report of the case, sequence of events, and so on).
All you need is...

Recent Graduate Bachelor's Degree

  • 2 yr experience in customer support
  • MS Office - should have good presentation skills and command over Excel
  • Good typing speed of 40 words per minute
  • Ability to work independently within clearly defined parameters and accordingly take decisions
  • Ability to learn quickly and adapt to different situations with a sense of ownership & accountability
  • Excellent English-speaking skills and Spanish
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.

#LI-SR1
#LI-Hybrid

 Amdocs is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce

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