Full Job DescriptionRoles and Responsibilities
Required:
More than 3 year experience in Tech Support process.
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).
Role:Customer Support Engineer/Technician
Salary: Not Disclosed by Recruiter
Industry:IT Services & Consulting
Functional AreaIT Hardware, Technical Support, Telecom Engineering
Role CategoryTechnical Support
Employment Type:Full Time, Permanent
Key Skills
Software TroubleshootingRoot Cause AnalysisService LevelEmail ManagementNetworkingContact CenterTechnical SupportProblem SolvingSoftware InstallationIncident Management
Education
UG:Any Graduate
PG:Any Postgraduate
Company Profile
Prodapt Solutions Private Limited
Prodapt is a digital transformation partner to telecom operators, digital service providers (DSPs), and new-age technology companies that are in the business of connectedness. In a world of horizontally organized rivals, we singularly focus on connectedness as our domain. Deliberately over-specializing to provide unique value that is compelling and demonstrable. We enable, integrate, operate, and build solutions using digital technologies and next-generation inventions.
Company Info