Job Information
Liberty Latin America B2B Backoffice Team Rep in Puerto Rico
What´s the role?
As a Business Back Office Team Representative, you'll be responsible for providing internal support for our frontline call center agents, assisting them with unresolved problems that impede Customer Service efforts to provide the best customer experience and One call resolution. Referrals may be received via multiple channels such as ticketing system, calls, etc. Serve as liaison between the Call Center and other departments such as One IT, Network, NOC, Marketing, etc. to assure complete resolution of referred cases. Communicates with customers, when necessary, via call, web-based tools, etc.
How can you add value?
Open, advance, resolve call center tickets providing troubleshooting support of complex issues and fallouts from the new Antares IT Stack.
Provide timely communication on ticket status and resolution.
Advance network cases to One IT for resolutions.
Quickly and effectively communicate with customers within the set SLA.
Update and maintain Help Desk Documentation and knowledge base articles inside the One IT Manage Engine Service Desk Plus platform.
Collaborate with One IT Service Assurance Center, IT OPS, Network services, and/or application development to restore service and/or identify problems.
Serve as a filter to identify pressing issues that are affecting a single to a wide number of customers. The B.O.T will classify cases as valid or invalid.
The valid cases will resolve in house. If the case is with any system or peripheral or is impacting more than one customer, the case will advance to the Service Assurance Center - One IT for a better resolution. For the invalids cases those will be resolved at the Customer Center level and feedback will be sent to CC Managers to avoid recurrence.
Handle, assist and call out third party Business Applications as needed.
Demonstrate and ensure compliance with the 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.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Skills you’ll Use Every Single Day:
Resourcefulness & Flexibility
Creativity and Innovation
Customer Focus
Initiative
Company Ambassadorship
Integrity and Ethics
Learning Orientation
Results Orientation
Quality Orientation
Collaboration & Partnership
Job Competencies:
To perform the job successfully, an individual should demonstrate the following proficiencies:
Customer Focus
Critical Thinking
Active Listening
Attention to detail!
Verbal Communication
Problem Solving
Influence and persuasion
Education and/or Experience:
High School Diploma. Associate degree preferred.
1-2 years of customer service and technical support experience.
Other qualifications:
Fully Bilingual- English and Spanish
Tech savvy-deep knowledge of devices functions and features.
Balance multiple systems and applications at the same time. Knowledge and ability to navigate Windows, iOS, Android, and cloud services (iCloud, Google Drive, OneDrive).
Strong troubleshooting skills and personal aim to remediate issues that may occur during any Salesforce transactions.
Specific job assignments may require day, evening, weekend, or holiday hours.
Availability to work a flexible schedule which includes all hours of call center operation.
Excellent communication and computer skills.
Physical Demands: The physical demands described here are representative of those that need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. While performing the duties of this job, the employee is frequently required to sit, occasionally required to stand, and walk. Also occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Should be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level is usually quiet.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. 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.
Education and/or Experience:
High School Diploma. Associate degree preferred.
1-2 years of customer service and technical support experience.
Other qualifications:
Fully Bilingual- English and Spanish
Tech savvy-deep knowledge of devices functions and features.
Balance multiple systems and applications at the same time. Knowledge and ability to navigate Windows, iOS, Android, and cloud services (iCloud, Google Drive, OneDrive).
Strong troubleshooting skills and personal aim to remediate issues that may occur during any Salesforce transactions.
Specific job assignments may require day, evening, weekend, or holiday hours.
Availability to work a flexible schedule which includes all hours of call center operation.
Excellent communication and computer skills.
Physical Demands: The physical demands described here are representative of those that need to be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities. While performing the duties of this job, the employee is frequently required to sit, occasionally required to stand, and walk. Also occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Should be able to wear telephone headset and manipulate objects such as pen, keyboard, and mouse.
Work Environment: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The noise level is usually quiet.
Liberty Puerto Rico provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, citizenship, age, marital status, social status, sexual orientation, gender identity, protected veteran, military service obligation, disability status, genetic information, political affiliation, and being or being perceived as a victim of domestic violence, sexual assault, or stalking. 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.
How can you add value?
Open, advance, resolve call center tickets providing troubleshooting support of complex issues and fallouts from the new Antares IT Stack.
Provide timely communication on ticket status and resolution.
Advance network cases to One IT for resolutions.
Quickly and effectively communicate with customers within the set SLA.
Update and maintain Help Desk Documentation and knowledge base articles inside the One IT Manage Engine Service Desk Plus platform.
Collaborate with One IT Service Assurance Center, IT OPS, Network services, and/or application development to restore service and/or identify problems.
Serve as a filter to identify pressing issues that are affecting a single to a wide number of customers. The B.O.T will classify cases as valid or invalid.
The valid cases will resolve in house. If the case is with any system or peripheral or is impacting more than one customer, the case will advance to the Service Assurance Center - One IT for a better resolution. For the invalids cases those will be resolved at the Customer Center level and feedback will be sent to CC Managers to avoid recurrence.
Handle, assist and call out third party Business Applications as needed.
Demonstrate and ensure compliance with the 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.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Skills you’ll Use Every Single Day:
Resourcefulness & Flexibility
Creativity and Innovation
Customer Focus
Initiative
Company Ambassadorship
Integrity and Ethics
Learning Orientation
Results Orientation
Quality Orientation
Collaboration & Partnership
Job Competencies:
To perform the job successfully, an individual should demonstrate the following proficiencies:
Customer Focus
Critical Thinking
Active Listening
Attention to detail!
Verbal Communication
Problem Solving
Influence and persuasion