Job Description
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 wi...
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