MATS Technical Support Representative - Bilingual (ESP, ENG)

Liberty Latin America Communications, Inc.•Luquillo, PR

About The Position

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.

Requirements

An Associates or Bachelor’s Degree in Computer Science and/or Coding is recommended and preferred.
At least 2-3 years of demonstrable experience in computer support, business customer service and solving problems in a help desk environment.
Fully Bilingual- English and Spanish is a must.
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 angry 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).
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.

Nice To Haves

A + & Network + certifications are a plus.
Coding Education experience or knowledge is a major
Knowledge and ability to navigate Salesforce is a major plus.

Responsibilities

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 escalate 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.