Mobile Advanced Technical Support Representative

Liberty of Puerto Rico; Luquillo (PR); On-site; USD 35,000 - 55,000; Full time

Job summary

Liberty Puerto Rico is seeking a Mobile Advanced Technical Support (MATS) Representative to handle technical issues across devices and networks, spanning calls, chat, web, and email. You will document resolutions and escalate when needed, maintaining a high level of service and SLA adherence.

The role requires strong bilingual communication, problem-solving skills, and knowledge of Windows, iOS, and Android.

Qualifications

• High school diploma required; Associate in CS preferred.
• 2-3 years in computer support or help desk.
• A+ and Network+ certifications are a plus.
• Coding education or knowledge is a major plus.

Responsibilities

• Resolve technical issues across devices and networks.
• Handle multiple channels (phone, web, chat, email).
• Escalate to specialized teams as needed.
• Document steps and maintain SLA.
• Maintain knowledge of Liberty's products.

Skills

Bilingual English/Spanish

Customer service

Problem solving

Windows/iOS/Android

Education

High school diploma

Associate degree in CS

Coding education/knowledge

Tools

Salesforce

Cloud services

Job description

What's the role?

As a Mobile Advanced Technical Support (MATS) Representative, your primary role will involve managing Mobile Tech Support interactions with our customers, ensuring a high level of courtesy, efficiency, and professionalism. You will receive work through various channels, including phone calls (warm transfers from the Mobile Care Team), web, chat, email, the Case Management Console, etc. Task assignments may vary based on departmental needs, with supervisors designating specific responsibilities to different agents to meet our objectives.

What's the role?

As a Mobile Advanced Technical Support (MATS) Representative, your primary role will involve managing Mobile Tech Support interactions with our customers, ensuring a high level of courtesy, efficiency, and professionalism. You will receive work through various channels, including phone calls (warm transfers from the Mobile Care Team), web, chat, email, the Case Management Console, etc. Task assignments may vary based on departmental needs, with supervisors designating specific responsibilities to different agents to meet our objectives.

As a member of the MATS Team, you will provide advanced alternative solutions aimed at retaining customer loyalty, engaging with customers through calls and web-based tools during live interactions. A successful MATS Agent should possess a comprehensive understanding of Liberty's practices and operations, consistently demonstrating proficiency in the skills required within the Call Center environment. Additionally, MATS agents may be tasked with various duties as assigned by management, which may lead to different responsibilities for different agents.

In your role as a MATS Representative, you will facilitate connections for our customers, regardless of their location. You will assist customers in resolving a range of technical issues related to devices that connect to our wireless mobile and core network (when roaming), addressing everything from basic device settings to more intricate technical problems. Furthermore, you will engage in Low Level Salesforce Code corrections to ensure that customers can easily manage changes to their accounts in the future. Your daily activities will involve applying critical thinking skills to investigate technical cases using a variety of internal and external resources, making escalations to our Specialized Teams to find root causes, proposing solutions, documenting every step taken to solve the issue on a case and following up with customers to implement these solutions and ensure their satisfaction.

How can you add value?

• Resolve customers’ technical issues warmly transferred from the Mobile Care Team by analyzing the issues and providing the appropriate fixes live.
• Handle Consultations from CARE team, to better assist our customers from Level 1.
• Handle Salesforce cases through our Case Management Console.
• Handle VIP escalations as assigned by the Supervisor.
• Complete your task in a timely manner all while complying with our SLA’s. These tasks may be permanent and could mean that there may be agents that will be handling specific channels and/or responsibilities.
• Resolve customer requests or inquiries received via call, Case Management, chat, Online Platforms and issues assigned by a supervisor.
• Leverage troubleshooting tools to ensure first contact resolution whenever possible.
• Follow all technical support processes, SOP’s, SLA’s and steps.
• Responsible for providing customer assistance on a variety of topics such as products, features, devices, applications, etc.
• Handle voice and data issues that span multiple networks.
• Participate in Testing PVT’s and provide feedback to improve our apps, tools and CRM (Salesforce).
• Continually maintain working knowledge of all company products, services, and promotions.
• Troubleshoot, resolve, and navigate multiple applications to research customer impacting issues.
• Develop clear and concise documentation to elevate technical issues to our support areas.
• Follow-up on internal support teams constantly to ensure a quick resolution and improve customer satisfaction.
• Maintain a high-quality monitoring score according to the department metrics. (85+ score)
• 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 is required. Associates in Computer Science and/or Coding is preferred.

2-3 years of demonstrable experience in computer support, business customer service and solving problems in a help desk environment.

A + & Network + certifications are a plus.

Coding Education experience or knowledge is a major plus.

Other Qualifications

• Fully Bilingual- English and Spanish is required
• 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 livid or upset customers while maintaining SLA deadlines.
• Handle multiple systems and applications at the same time.
• Knowledge and ability to navigate Windows, iOS, Android, and cloud services. (iCloud, Google Drive, OneDrive).
• Knowledge and ability to navigate Salesforce is a plus (Not Requiered).
• Available to work different shifts, including nights, weekends, and holidays.
• May be required to work in one or multiple queues/skills over various customer contact channels.
• Availability to work a flexible schedule which includes all hours of call center operation.
• Superb communication and computer skills.

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.

Assessment, background check and drug test will be required to be a 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.