Associate Process Specialist

OverviewPanama Only (Full on-site)Prodapt is seeking a highly motivated Customer Service agent with 1-3 years of experience in customer service processes to join our dynamic team. The ideal candidate will be responsible for providing exceptional customer experience to our customers, ensuring their issues are resolved efficiently and effectively while maintaining high standards of service.ResponsibilitiesTechnical Troubleshooting:Troubleshoot user account and email management issues.Address networking and connectivity problems, ensuring customers can maintain seamless operations.Case Management:Manage support tickets in compliance with Service Level Agreements (SLAs), ensuring timely and accurate resolutions.Maintain detailed documentation of troubleshooting steps, potential solutions, and outcomes for reference.Customer Interaction:Demonstrate excellent communication skills when managing customer escalations.Exhibit patience and flexibility in addressing customer concerns, ensuring a positive support experience.Conduct root cause analysis to understand and resolve underlying issues effectively.Excellent tone and energy with no hold times and dead airCollaboration:Work cross-functionally with advanced technical support teams to manage escalation mailboxes.Collaborate with team members to ensure timely responses and resolution of complex issues.Performance Metrics:Maintain awareness of Contact Center KPIs and contribute to achieving team goals.Provide feedback on process improvements to enhance service delivery.RequirementsExperience:1-3 years of experience in technical support or related fields.Proficiency in using BMC Incident Management System or similar tools.Skills:Strong analytical skills for problem-solving and root cause analysis.Excellent verbal and written communication skills.Ability to remain calm under pressure and handle challenging situations with professionalism.Technical Knowledge:Familiarity with basic networking concepts, operating systems, and high customer support experienceExperience with case/ticket management systems and understanding of compliance requirements.