Overview:
What's the role?
As a Business Mobile Advanced Services Technical Support Representative, you will be responsible for supporting Liberty Business Services in providing elite service to our customers internal and external by promptly answering customer inquiries via calls, messages, or other channels, providing accurate information while fixing and problem solving with new and existing customers. Provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Your overall day will be using critical thinking to research technical cases in a wide variety of internal and external sources and identify a root cause how to fix, as well as follow up with the customer to implement the solution and ensure satisfaction
Responsibilities:
How can you add value?
- Receive, analyze & understand business customer queries and provide timely technical responses to customers.
- Resolve Business customer technical issues escalated from Tier 1 support teams by analyzing the issue and providing the appropriate fix.
- Resolve and support customers' requests or inquiries received via call, web, chat, online forums and multiple channels.
- May be required to work in one or multiple queues/skill steps over various customer contact channels.
- Responsible for providing Business Mobile customers assistance on a variety of topics such as products, features, devices, applications etc.
- Resolve a variety of technical issues on smartphones and wearable’s that connect to our wireless network, supporting from simple device settings to complex technical challenge.
- Handle Mobile voice and data issues than span multiple networks. Continually maintain working knowledge of all company product, services and promotions.
- Advance to internal Tier 3 support teams when necessary and follow up on customer issues to assure resolution and customer satisfaction.
- Provide technical support of Business Advanced Voice and Data services, including SIP, PRI-ISDN, Dedicated Internet Access, and Data Transport services etc.
- Understand and fix IP Routing topologies, including proficiency of static routes and routing protocols.
- Understand and fix Ethernet connection, including knowledge of VLAN, MAC Address and ARP.
- Understand and solve problems of fiber optics connections, including understanding of OTDR test and optical power meter.
- Provide tech support for the delivery of IP solutions, including commercial and residential voice, video, and Internet.
- Provide support for the delivery and solving problems for Ethernet Virtual Private Lines (EVPL), point-to-point Configurations and GigE Aggregations ports for end customers and Carriers with its corresponding delivery methods (GPON, Media Converters, and Optical Transceivers).
- Provide remote technical support for in house and third-party field technicians to configure, fix and/or provision VoIP and TDM PBX.
- Develop clear and concise documentation to advance technical issues to Tier III support.
- Interact with business customers to provide and process information in response to inquiries, concerns, and requests about products and services.
- Provide tech support to users by researching and answering inquiries; solving problems; maintaining workstation and LAN performance.
- Handle inbound and outbound calls.
- Provide feedback to team and Management to improve standard methodologies and procedures.
- Supervise Business core network/service equipment for outages and performance issues.
- Follow operations advancing procedure to ensure outage restoration timelines.
- Available to work different shifts, including nights, weekends, and holidays.
- Maintain a high-quality monitoring score according to the department metrics.
- Attend customers based on call etiquette procedures.
- Strive to work in a fast-paced, structured, dynamic and high-transaction environment, with the ability to maintain composure in stressful situations and handle and diffuse angry or upset customers.
- Act as a product consultant to business owners by articulating product features and benefits and making recommendations for new lines of business, upgrades or other services based on customer needs/interests.
- Support growth of Liberty Business by introducing customer to new products, higher tiers of service, etc. on all eligible calls.
- Shall respect, preserve with the privacy, confidentiality and security of confidential information and Liberty owned equipment/property/Customers.
- Align with all current legislation, regulations, principles, and program guidelines, policies regarding confidentiality and privacy in the performance of their duties.
- Other functions may be assigned.
- Demonstrate and ensure compliance with Liberty Latin America Privacy Policy, Customer First Philosophy, all Liberty Latin America’s policies, and procedures including the Code of Conduct and Liberty safety standards and procedures.
- Other functions may be assigned.
Qualifications:
What do you need?
Education and/or Experience:
High School Diploma is required. Associate degree in Computer science is preferred.
1-2 years of demonstrable experience in computer support, business customer service and solving problems in a help desk environment.
A + & Network + certifications a plus. (preferred)
CCNA preferred.
Other Qualifications:
- Understanding of Data Network topologies.
- Experience solving problems with large PBX’s vendor suite.
- Familiarity Unified Communications, IMS, and Voice Mail Systems.
- Ordering and troubleshooting of analog lines, PRI/BRI, and VoIP services.
- Good communication skills.
- Fully Bilingual (Spanish and English).
- Advance knowledge about common LAN/WAN configuration, delivery of cable modem service on the cable infrastructure, email applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd party devices and their interaction with our service.
- Handle multiple systems and applications at the same time. Knowledge and ability to navigate on Windows, iOS, Android and cloud services (iCloud, Google Drive and OneDrive).
- Ability to fix connectivity issues with Liberty and customer equipment: Modem, Router or combination device (Stability of Equipment as well as Configuration) while maintaining a point of demarcation.
- Excellent knowledge of internet/IP, web browsers, e-mail and other PC operating and connectivity technologies.
- Advance configuration/solid understanding in windows applications.
- Ability to manage multiple time critical issues.
- Knowledge on Telecommunications.
- Specific job assignments may require day, evening, weekend, or holiday hours.
- Ability to balance multiple time critical issues.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, sexual orientation, gender identity, protected veteran, disability status or genetic information. In addition to federal law requirements, Liberty aligns with applicable local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Assessment, background check and drug test will be required to successful candidate.
If you believe you have been discriminated against you may notify the Equal Employment Opportunity Commission, the Federal Communications Commission, or other appropriate agency.
