**Job ID**:******
**Required Travel**: Minimal
**Managerial - No**
**Location**:Mexico-Guadalajara (AM)
**Who are we?
**:
**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?
**:
**Key Responsibilities**:
- Serve as the first point of contact for customers, addressing various products and services.
- 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).
- **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 integral 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