Technical Support Specialist – Telecom Services

About the role

Prodapt is looking for a Technical Support Specialist to join its Panama team. The role focuses on delivering high‑quality technical assistance to telecom and technology customers, ensuring issues are resolved efficiently while meeting Service Level Agreements.

Key responsibilities

• Provide first‑line technical support and resolve customer incidents using the BMC incident management system.
• Manage escalation mailboxes and coordinate with advanced support teams to achieve timely resolutions.
• Monitor and report on Contact Center KPIs to maintain service quality.
• Follow the Order to Activate (02A) process for telecom service provisioning.
• Document case details, root‑cause analysis, and corrective actions while adhering to SLA targets.

Required profile

• 1‑3 years of experience in technical support or case/ticket management.
• Strong communication, flexibility, patience and problem‑solving abilities.
• Familiarity with telecom service activation processes.

Required skills

• BMC incident management system.
• Case/ticket management with SLA compliance.
• Contact Center KPI monitoring.
• Order to Activate (02A) process knowledge.