Associate Process Specialist

Overview

Prodapt is the largest specialized player in the Connectedness industry. As an AI-first strategic technology partner, Prodapt provides consulting, business reengineering, and managed services for the largest telecom and tech enterprises building networks and digital experiences of tomorrow. A ServiceNow-invested company, Prodapt has been recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider. A “Great Place To Work® Certified™” company, Prodapt employs over 5,000 technology and domain experts across the Americas, Europe, India, Africa, & Japan. Prodapt is part of the 130-year-old business conglomerate The Jhaver Group, which employs over 32,000 people across 80+ locations globally.

We are looking for a Customer Service Representative with 0-1 years of experience in customer service, sales and technical support environments to join our telecom operations team.

Assist customers with service-related inquiries and basic technical troubleshooting
Handle tickets/cases while ensuring 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

0-1 years of experience in Customer Service or Technical Support
Advanced/Fluent English level (C1 required)
Strong communication, problem-solving, and customer-handling skills
Experience with ticketing/case management systems
Knowledge of telecom environments and customer support processes
Experience with BMC Incident Management is a plus
Must be willing to work onsite in Panama Pacífico