Technical Support Representative

Prodapt has a singular focus on the Connectedness vertical. We partner with the leading creators of our hyper-connected world. Prodapt’s customers range from telecom operators, digital / multi-service providers (D/MSPs), technology and digital platform companies in the business of connectedness. Prodapt’s customers today help more than a billion people, and five billion devices stay connected.

Role: 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.