Tech Support Specialist

About the role

Prodapt is seeking a Tech Support Specialist to join its telecom operations team in Panama Pacífico. You will provide front‑line assistance to customers, handling service inquiries and basic technical issues while ensuring a high level of satisfaction.

Key responsibilities

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

Required profile

• Minimum 3 years of experience in customer service or technical support.
• Fluent English (C1 level) with strong communication and problem‑solving abilities.
• Experience using ticketing or case‑management systems.
• Familiarity with telecom environments and support processes.
• Willingness to work onsite in Panama Pacífico.

Required skills

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