Associate Process Specialist – Customer Service Representative

About the role

Prodapt is seeking an Associate Process Specialist to join its telecom operations team as a Customer Service Representative. You will be the first point of contact for customers, handling service inquiries and basic technical troubleshooting while ensuring a high‑quality experience.

Key responsibilities

• Assist customers with service‑related questions and perform basic technical troubleshooting.
• Manage tickets and cases, ensuring SLA compliance and accurate documentation.
• Handle customer escalations professionally and provide timely resolutions.
• Coordinate with technical support teams to resolve complex issues.
• Support Order to Activate (O2A) processes for telecom services.
• Maintain performance aligned with Contact Center KPIs.

Required profile

• Minimum 3 years of experience in Customer Service or Technical Support.
• Advanced/Fluent English (C1 level required).
• Strong communication, problem‑solving, and customer‑handling abilities.
• Experience with ticketing or case‑management systems.
• Knowledge of telecom environments and support processes.
• Willingness to work onsite in Panama Pacífico.

Required skills

• Ticketing/case management systems.
• BMC Incident Management (plus).