Job description
Overview
Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A Service. Now-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.
A “Great Place To Work® Certified™” company, Prodapt employs over 6,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.
Responsibilities
[Panama/on-site] Prodapt is seeking a highly motivated Technical Support Specialist with 1-3 years of experience in tech support processes to join our dynamic team. The ideal candidate will be responsible for providing exceptional technical assistance to our customers, ensuring their issues are resolved efficiently and effectively while maintaining high standards of service.
About the Role
The Technical Support Specialist will play a crucial role in delivering high-quality support to our customers, addressing their technical issues and ensuring a seamless experience.
- Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.
- Well versed with Contact Center KPIs
- Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).
Requirements
- Experience in Case / ticket management with compliance with SLA and accuracy
- Soft skills like communication, flexibility, patience, and problem solving
- Understanding on the Order to Activate (02A) process for telecom service providers
- Good communication skill in managing the customer's escalation and analytical skill on root cause analysis of the issue [Panama/on-site] Prodapt is seeking a highly motivated Technical Support Specialist with 1-3 years of experience in tech support processes to join our dynamic team. The ideal candidate will be responsible for providing exceptional technical assistance to our customers, ensuring their issues are resolved efficiently and effectively while maintaining high standards of service.
About the Role
The Technical Support Specialist will play a crucial role in delivering high-quality support to our customers, addressing their technical issues and ensuring a seamless experience. · Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.
· Well versed with Contact Center KPIs · Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time). · Experience in Case / ticket management with compliance with SLA and accuracy · Soft skills like communication, flexibility, patience, and problem solving · Understanding on the Order to Activate (02A) process for telecom service providers · Good communication skill in managing the customer's escalation and analytical skill on root cause analysis of the issue