Associate Process Specialist

About the role

Prodapt is seeking an Associate Process Specialist to join its telecom operations team. You will act as a primary point of contact for customers, handling service inquiries, basic technical troubleshooting, and ensuring smooth order activation processes.

Key responsibilities

• Assist customers with service‑related inquiries and basic technical troubleshooting.
• Handle tickets and cases while maintaining SLA compliance and accurate documentation.
• Manage 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 high 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

• BMC Incident Management (preferred).
• Proficiency with ticketing/case management systems.

What we offer

• Opportunity to work with a leading AI‑first telecom technology partner.
• Dynamic, multicultural environment with over 6,000 technology experts worldwide.
• Career growth within a Great Place To Work® certified organization.