Process Specialist (Tech Support)
full-time•Helsinki
About this role
Overview
Responsibilities
Requirements
· 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
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
Requirements
- Bachelor's degree in any field
- MSc/BE/Masters with specialization in IT/Computer Science (desired)
- 1-2 years of work experience
- Experience working in multi-channel delivery projects
- Basic level skills in Microsoft office and Telecom
- Basic level skills in tools and techniques, domain knowledge, process orientation, quality orientation, project management, change management, and omni channel service skills.
What you'll do
- The Process Specialist will work cross-functionally with advanced technical support teams to manage escalation mailboxes and ensure timely resolution within defined Service Level Agreements. They will also handle case management while maintaining compliance with SLAs and accuracy.
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 Process Specialist (Tech Support) do at Prodapt?
As a Process Specialist (Tech Support) at Prodapt, you will: the Process Specialist will work cross-functionally with advanced technical support teams to manage escalation mailboxes and ensure timely resolution within defined Service Level Agreements. They will also handle case management while maintaining compliance with SLAs and accuracy..
Is the Process Specialist (Tech Support) position at Prodapt remote?
The Process Specialist (Tech Support) 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 Process Specialist (Tech Support) position at Prodapt?
You can apply for the Process Specialist (Tech Support) 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.