Senior Customer Support Specialist – Ottawa

Location: Ottawa
Requisition Number: 449
# of openings: 1


Senior Customer Support Specialist – Ottawa


Role Overview

Amdocs Customer Support Specialists are responsible for providing Amdocs customers with ongoing technical support for the software, networking, and hardware components of Amdocs solutions and ingredient technologies (including AAA, Policy, and HSS).  The successful candidate will have experience working in a fast-paced and dynamic environment providing support to high value corporate accounts.


Role Responsibilities

  • Provide rapid response and ongoing technical support to Amdocs customers by identifying, troubleshooting, and resolving their technical problems.
  • Participate in an after-hours emergency pager rotation and participate in customer maintenance windows to perform deployment or upgrade activities as required.
  • Collaborate with various functional departments (Product Management, R&D and others) to ensure timely and accurate solutions are provided to customers.
  • Contribute to the development and growth of the overall business by pursuing the implementation of process exception examples and/or improvement ideas



  • 5+ years of previous technical support experience working directly with enterprise and corporate accounts, internal sales and deployment teams, and channel partners.
  • 5+ years of practical experience working with UNIX and/or Linux operating systems.  Applicants must demonstrate good working knowledge of system commands and diagnostic functions.
  • Working knowledge of networking concepts (TCP/IP and UDP), other network protocols (RADIUS and DIAMETER), and network diagnostic tools such as Wireshark.

Additional Assets

  • Previous experience working with Oracle database repositories.
  • Previous experience providing hardware platform support (IBM and Sun/Oracle).
  • Working knowledge of telecommunications technologies (CDMA, GSM, AAA, HSS, and Policy).


All Amdocs roles require strong verbal and written communications skills, position-appropriate mentoring/leadership abilities, ability to quickly master new systems and/or processes, capacity to stay organized while managing competing priorities, and a deep customer service orientation, both internally and externally.


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