Business Technical Support Representative

What's the role?

As the Business Technical Support Representative, you will be responsible for supporting Liberty Business Services in providing outstanding service to our customers by promptly answering customer queries, providing accurate information while fixing and problem solving with new and existing customers. Provides technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions.

How can you add value?

• Receive, analyze & understand business customer queries and provide timely technical responses to customers.
• Provide technical support of Business Advanced Voice and Data services, including SIP, PRI-ISDN, Dedicated Internet Access, and Data Transport services.
• Understand and tackle IP Routing topologies, including knowledge of static routes and routing protocols.
• Understand and resolve Ethernet connection, including knowledge of VLAN, MAC Address and ARP.
• Understand and fix fiber optics connections, including knowledge of OTDR test and optical power meter.
• Provide support for the delivery and troubleshooting 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 3rd party field technicians to configure, resolve and/or provision VoIP and TDM PBX.
• Develop clear and concise documentation to advance technical issues to Tier III support.
• Get along 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 and customer concern procedure to ensure outage restoration timelines.
• Strive to work different shifts, including nights, weekends, and holidays.
• Maintain a high-quality monitoring score daily according to the department metrics.
• Attend to customers based on call etiquette procedures.
• Able to strive 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 the growth of Liberty Business by introducing customers 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.
• Stay in sync with all current legislation, regulations, principles, program guidelines and policies regarding confidentiality & privacy in the performance of their duties.
• 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.

What do you need?

 

Education and/or Experience:

High School diploma is required. Associate Degree in Computer System is preferred.

1-2 years of experience in computer support, business customer service and troubleshooting in a help desk environment.

A + & Network + certifications a plus.

CCNA preferred.

 

Other Qualifications:

• Understanding of Data Network topologies.
• Proven 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 interpersonal 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 third-party devices and their interaction with our service.
• Diverse knowledge of PC concepts, operating systems and PC applications, and general web development knowledge.
• 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.
• Outstanding knowledge of internet/IP, web browsers, e-mail and other PC operating and connectivity technologies.
• Advance configuration/solid understanding in windows applications.
• Ability to balance multiple time sensitive 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.