Job description
Overview:
Vubiquity, an Amdocs company (NASDAQ: DOX), is a global media and entertainment technologies, products, and services provider. Vubiquity provides established expertise and innovation across the whole media supply chain from content processing and distribution; direct-to-consumer streaming and monetization; through to systems integration and professional services. With an extensive range of core competencies that can be rapidly and flexibly deployed, the world’s leading content owners and service providers trust Vubiquity to power their consumer-facing, entertainment experiences.
Role Description
Responsibilities:
DISCLAIMER:
Why You Will Love This Job
Vubiquity, an Amdocs Company, is an equal opportunity employer. We welcome applicants from all backgrounds and are committed to fostering a diverse and inclusive workforce.
Who are we?
Vubiquity, an Amdocs company (NASDAQ: DOX), is a global media and entertainment technologies, products, and services provider. Vubiquity provides established expertise and innovation across the whole media supply chain from content processing and distribution; direct-to-consumer streaming and monetization; through to systems integration and professional services. With an extensive range of core competencies that can be rapidly and flexibly deployed, the world’s leading content owners and service providers trust Vubiquity to power their consumer-facing, entertainment experiences.
Role Description
Serve as first point of contact for incidents and service requests from end-users. Appropriately categorize, prioritize, and escalate incidents and service requests that cannot be resolved. The agent provides simples solutions at a basic level based on script/methods and procedures.
Responsibilities:
Role Description
- First point of contact for customers, addressing a wide variety of products and services.
- Handles all queries pertaining to incidents via email, phone, and the ticket system based on the defined process.
- Coordinate the communication (calls, emails, situation room, and so on) 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).
- Identify issues that could be resolved at the first level (mark as duplicates, identify non-issues, redispatch, and so on).
Critical Experience
- Recent graduates; experience is an added value.
- Experience with ticket-handling system is an advantage.
- Documentation skills, excellent verbal and written communication skills.
- Experience in using MS Office and end-user applications.
- Experience in various Linux Applications
DISCLAIMER:
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.
Why You Will Love This Job
- We are a company built on positive relationships and collaboration, and you will have the opportunity to build strong business relationships.
- You will manage multiple business relationships and collaborate with people from both corporate and field.
- This is an opportunity to work independently, in a fast-paced environment, and lead projects.
Vubiquity, an Amdocs Company, 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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