Customer Support Representative

Job title: Customer Support Specialist (English)

Experience: 1 to 2 years

Location: San Juan, Puerto Rico

Work location: Office Only (no remote or no Work from home or no hybrid)

Position Overview: As a Customer Support Specialist, you ll provide technical support, manage customer accounts, resolve issues, and ensure seamless communication for business/enterprise clients. This is an onsite role based out of our office in San Juan, PR.

Key Responsibilities:

Customer Engagement: Act as the primary point of contact for business/enterprise customers via phone, email, and chat, ensuring timely, courteous, and effective responses to customer inquiries.

Product Support: Deliver expert troubleshooting and assistance for both wired and mobility telecommunications products. Resolve a wide range of issues, from routine problems to complex challenges.

Account Management: Provide support for business/enterprise customers with account management tasks, including security, password resets, billing inquiries, payment processing, and modifications to services (rate plans, features, and bulk changes).

Troubleshooting: Diagnose and resolve network-related issues, assist with equipment upgrades, and offer support for international services such as roaming and warranty exchanges.

Case Management: Track and manage customer cases through to resolution, ensuring that service level agreements (SLAs) are met. Keep customers updated on progress throughout the resolution process.

Escalation Support: Collaborate with 2nd-level technical teams and cross-functional departments to resolve escalated cases that require additional expertise.

Process Adherence: Follow established protocols and guidelines to ensure compliance with company standards and client-specific requirements.

Team Collaboration: Work closely with team members to foster a positive and proactive work environment, contributing to shared goals and maintaining a supportive atmosphere.

What You Will Bring:

Experience: While prior experience in customer support or technical troubleshooting is a plus, it's not mandatory. We welcome enthusiastic individuals eager to learn and grow in a support role.

Education: High School Diploma or equivalent.

Basic Knowledge: Familiarity with telecommunications products or customer service environments is helpful, but training will be provided.

Technical Skills: Willingness to learn and use help-desk software, CRM systems, and ticketing tools. A basic understanding of technology is beneficial, but problem-solving skills and a desire to assist customers are more important.

Communication: Good verbal and written communication skills in English, with the ability to convey information clearly and patiently to customers. Knowledge of additional languages, such as Spanish, is a bonus.

Problem-Solving: An eagerness to develop strong problem-solving skills, with a customer-first mindset and a passion for delivering excellent service.

Work Ethic: Strong multitasking skills with the ability to manage multiple cases and deadlines in a fast-paced environment.

Personal Traits: Positive attitude, strong commitment to teamwork, and a desire for continuous learning and personal development.

Prodapt is the largest and fastest-growing specialized player in the Connectedness industry, recognized by Gartner as a Large, Telecom-Native, Regional IT Service Provider across North America, Europe and Latin America. With its singular focus on the domain, Prodapt has built deep expertise in the most transformative technologies that connect our world.