Technical Support Specialist

[Panama/on-site] Prodapt is seeking a highly motivated Technical Support Specialist with 1-3 years of experience in tech support processes to join our dynamic team. The ideal candidate will be responsible for providing exceptional technical assistance to our customers, ensuring their issues are resolved efficiently and effectively while maintaining high standards of service.
About the RoleThe Technical Support Specialist will play a crucial role in delivering high-quality support to our customers, addressing their technical issues and ensuring a seamless experience.
Responsibilities· Work cross functionally with advanced technical support teams to manage escalation mailboxes and ensure timely and accurate resolution within defined Service Level Agreements.· Well versed with Contact Center KPIs· Hands on experience in BMC incident management system (detailed description of the steps, tested possible solutions, solving problems within a specified time).
Requirements· Experience in Case / ticket management with compliance with SLA and accuracy· Soft skills like communication, flexibility, patience, and problem solving· Understanding on the Order to Activate (02A) process for telecom service providers· Good communication skill in managing the customer's escalation and analytical skill on root cause analysis of the issue