Job ID: 198961

Required Travel : Minimal

Managerial - No

Location: :Mexico-Guadalajara (AM)

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 www.amdocs.com

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.

What will your job look like?

We are seeking a skilled individual who can translate Spanish to English and vice versa. The ideal candidate will work from Tuesday to Saturday, 8:00 am – 6:00 pm EST, and possess excellent communication skills.

Key Responsibilities

• Serve as the first point of contact for customers, addressing various products and services.
• Handle queries related to porting phone numbers via email, phone, and ticket system.
• Coordinate communication for all critical issues.
• Dispatch cases to the appropriate function based on product/service understanding.
• Perform basic validation of information and follow up if necessary.
• Validate case severity and reassign if needed.
• Ensure proper handover of open tasks to the next shift.
• Adhere to unit- and contract-defined SLAs.
  
  

Behavioral Competencies

• Excellent communication skills in English and Spanish.
• Proficiency in MS Office and good presentation skills.
• Ability to work independently and make decisions within defined parameters.
• Quick learner with adaptability and a sense of ownership and accountability.
  
  

All you need is...

• Local Number Porting (LNP): Knowledge of LNP processes, essential for transferring phone numbers between service providers.
• Data Accuracy: Ensure all information provided is accurate to avoid delays and rejections.
• Customer Service: Assist customers with the porting process, including obtaining necessary documents like Letters of Authorization (LOA) and Customer Service Records (CSR).
• Order Management: Submit and track port orders through carrier applications and interfaces.
• Problem-Solving: Resolve issues such as address or name mismatches that can cause order rejections.
• Communication: Effectively communicate with customers, resellers, and carriers to ensure a smooth porting process.
  
  

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.
  
  

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