Technical Support Specialist

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. 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.

The future of network operations is autonomous – and Prodapt is building it. This leadership role will define and drive Prodapt''''s Autonomous Operations and AIOps strategy across infrastructure and network domains, working with the world''''s largest telecom operators, fiber ISPs, and cloud network providers. You will combine deep network engineering expertise with AI/ML capabilities to eliminate manual toil, predict failures before they occur, and help clients achieve closed-loop autonomous network operations.

As a Technical Support Specialist, you will support field technicians and internal teams with service activation, troubleshooting, and technical support activities. You will work across multiple applications and systems to help ensure successful installation, migration, and restoration of customer services. You will also provide real-time support through inbound calls and chats, helping technicians resolve service-related issues efficiently and accurately.

Key Responsibilities

• Support field technicians and internal teams with service activation, provisioning, and technical troubleshooting.
• Handle inbound calls and chats from technicians and internal work groups in a professional and efficient manner.
• Assist with service installations, migrations, restorations, and outage-related activities.
• Provide real-time guidance and troubleshooting support during customer service activation.
• Work across multiple systems and applications to review, update, and complete service-related tasks.
• Help resolve technical issues impacting successful service delivery.
• Support service restoration activities including ONT changes, activations, and provisioning support.
• Maintain accurate documentation and follow established operational procedures.
• Collaborate with cross-functional teams to ensure timely issue resolution and customer satisfaction.

Requirements / Qualifications

• High school diploma or GED required; associate degree or technical certification preferred.
• 1+ years of experience in technical support, customer service, call center, or telecom operations preferred.
• Strong troubleshooting, problem-solving, and multitasking skills in a fast-paced environment.
• Ability to handle inbound calls and chats professionally while working across multiple systems and applications.
• Basic knowledge of telecommunications, internet, networking, or technical support concepts preferred.
• Strong verbal and written communication skills with excellent customer service abilities.
• Ability to work independently, maintain accurate documentation, and collaborate effectively within a team environment.