Overview:
Whats the role
Coordinate daily assignments and updating of work schedules for service technicians and contractors, ensuring optimal use of internal and external resources, material and CPE. Drive superior service delivery by coordinating fault repairs, installations, and customer premises equipment (CPE) assignment and recovery logistics. Maintain clear, concise communication with department managers, employees, and customers to ensure consistently high-level customer experience.
Responsibilities:
What you'll do
- Deliver a superior customer experience through courteous, professional communication by phone and email acting as central point of contact for Business and Residential Provision/Restoration of service queries from internal stakeholders and the FLOW Contact center.
- Provide remote troubleshooting support to customers and field teams for restoration and provision of service requests.
- Coordinate and update daily work schedules for service technicians and contractors.
- Assign, update and close as all work-related tickets/orders across business and residential voice, data, and TV services including assigning Service/Work Orders and trouble tickets where necessary to line plant facilities.
- Escalation to the necessary internal stakeholders’ incomplete work orders/fault tickets that require additional engagement or network rehabilitation to complete.
- Ensure optimal use of internal/external resources, materials including supporting CPE assignment and recovery logistics.
- Conduct Tier 1‑level review of all tickets, orders, and escalations before assignment to ensure accuracy, reduce unnecessary truck rolls, and improve resolution times.
- Track progress of all tickets and orders through appropriate queues and teams, monitoring completion and sign‑off within company KPIs using the assigned platforms
- Manage assignment, recovery, and reconciliation of customer premises equipment (CPE).
- Verify product codes, service instructions, and queue assignments for accuracy.
- Maintain accurate records of customer interactions, work orders, and trouble tickets.
- Perform User Acceptance Testing (UAT) when required.
- Reconcile contractor pay sheets and invoices.
- Work flexible hours, including shifts, after hours, weekends, and public holidays.
Qualifications:
Knowledge and Experience
- Associate degree/Diploma in business administration or equivalent from a recognized Tertiary Institution
- At least 2 years of experience in the Telecom service industry in a customer service or fast paced and dynamic environment.
- Computer Literate; Advanced computer skills including word, PowerPoint, excel.
- A thorough knowledge of the Company’s products and services and a keen understanding of the differences between products and services offered FLOW
- Knowledge of PSTN, Broadband and Cable TV Technologies would be an asset.
- Genuinely committed to delivering great customer experience
- Able to work unsupervised while being a part of a result driven team.
- Confidence, patience, politeness, tact and diplomacy, when dealing with difficult situations.
- An ability to work well under pressure with a bias for action and results and a commitment to improve customer service skills on an ongoing basis.
Who We Are
We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region
Why join us
Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.
Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws.
