Job Description
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.
What do you need?
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).