Process Specialist 1 - Tech Support
About the job
- Experience in technical support processes.
- Experience managing cases or tickets while meeting service-level agreement requirements and maintaining accuracy.
- Understanding of the Order to Activate process for telecom service providers.
- Ability to manage customer escalations and perform root-cause analysis.
- Communication, flexibility, patience, and problem-solving skills.
- Work cross-functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined service-level agreements.
- Apply knowledge of contact center key performance indicators.
- Use the BMC incident management system, including documenting steps, testing possible solutions, and resolving problems within a specified time.
About the company
Prodapt focuses on the telecommunications, media, and technology sector (the 'Connectedness' industry) by providing specialized consulting and managed services. It helps clients through a service-based model that includes strategic consulting, application development, systems integration, and ongoing operational support. Its offerings cover digital transformation, cloud and network services, fiber rollout, 5G enablement, cloud migration, and applying AI to network operations to modernize telecom operators and digital platform companies. What sets Prodapt apart is its deep, industry-specific focus on the Connectedness vertical, allowing it to build tailored frameworks and solutions rather than generic IT services, backed by global reach across the Americas, Europe, India, and Africa. The company aims to be a strategic partner that helps clients navigate the evolving digital landscape, accelerate deployment of new services, and optimize network operations.
Company Size
5,001-10,000
Company Stage
Growth Equity (Venture Capital)
Total Funding
$75M
Headquarters
India
Founded
1999
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Simplify's Take
What believers are saying
- OpenAI Select Partner status should accelerate enterprise AI deal flow in 2026.
- ISO 42001 certification strengthens sales into regulated telecom and media accounts.
- Panama expansion and Richardson innovation center improve nearshore execution for Americas growth.
What critics are saying
- Prodapt's workforce fell 8.5% from 2023 to March 2026, signaling pressure.
- Telecom client spending remains cyclical; losing one CSP could quickly hit utilization.
- OpenAI partnership commoditizes delivery unless Prodapt wins proprietary telecom AI products.
What makes Prodapt unique
- OpenAI Select Partner in August 2026, validating its telecom-native AI services brand.
- OneFibreData on Snowflake targets fiber operators with domain-specific data workflows.
- Panama and Dallas centers deepen Americas delivery for CSP clients.
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Benefits
- Remote Work Options