Process Specialist I

About the role

Prodapt is looking for a motivated Technical Support Specialist to join its Panama team. You will deliver high‑quality technical assistance to telecom customers, ensuring issues are resolved efficiently while meeting defined Service Level Agreements.

Key responsibilities

• Provide first‑line technical support and resolve customer incidents promptly.
• Manage escalation mailboxes and coordinate with advanced support teams.
• Track and close cases in the BMC incident management system, documenting steps and solutions.
• Monitor Contact Center KPIs and ensure compliance with SLA targets.
• Perform root‑cause analysis and contribute to process improvements.

Required profile

• 1‑3 years of experience in technical support or case/ticket management.
• Familiarity with the Order‑to‑Activate (02A) process used by telecom service providers.
• Strong communication, flexibility, patience and problem‑solving abilities.
• Ability to handle customer escalations and conduct analytical root‑cause investigations.

Required skills

• BMC Incident Management System