Associate Process Specialist
full-time•Helsinki
About this role
Overview
Responsibilities
Requirements
Prodapt is looking for someone with more than 3 year experience in Tech Support processes.
Experience in troubleshooting - Software installation, PC security, User account/email management, Operating System issues, Networking and Connectivity issues
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
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).
Responsibilities
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
High School Diploma
1-2 yrs Tech Support background
What you'll do
- The Associate Process Specialist will work cross-functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements. They will also be responsible for maintaining compliance with Contact Center KPIs and utilizing the BMC incident management system effectively.
About Prodapt
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 ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider.
Connecting 1.1 billion people and 5.4 billion devices across the globe, Prodapt’s clients include Google, Amazon, PayPal, SoftBank, ServiceNow, Ciena, Verizon, Vodafone, Liberty Global, Liberty Latin America, Claro, Lumen, Windstream, Rogers, Telus, KPN, Virgin Media, British Telecom, Deutsche Telekom, Adtran, Samsung, and many more.
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.
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Frequently Asked Questions
What does a Associate Process Specialist do at Prodapt?
As a Associate Process Specialist at Prodapt, you will: the Associate Process Specialist will work cross-functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements. They will also be responsible for maintaining compliance with Contact Center KPIs and utilizing the BMC incident management system effectively..
Is the Associate Process Specialist position at Prodapt remote?
The Associate Process Specialist position at Prodapt is based in Helsinki, Uusimaa, Finland. Contact the company through Clera for specific work arrangement details.
How do I apply for the Associate Process Specialist position at Prodapt?
You can apply for the Associate Process Specialist position at Prodaptdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.