"Alerted.org

What´s the role?

As a Tier 1 Tech Support Representative, you will provide technical and network problem resolution to end-users (customers) by performing a question diagnosis while guiding users through step-by-step solutions. Provide first call resolution on customer inquiry by providing accurate and affective troubleshooting information. Provide support to Business Customer (after hours) and provide Back Up to Social Media as needed.

How can you add value?

Essential Duties and Responsibilities include, but are not limited to, the following:

+ Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

+ Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

+ Solve PC/browser/e-mail/personal webpage/connectivity firewall/ router/hub problems and provide customer education as necessary.

+ Effectively solve issues relating to connectivity, network, equipment, identifying LAN issues, email and mail delivery problems, client configuration, domain issues, PC/Mac workstation configuration, DNS problem and proxy server configurations, server level issues, and webhosting.

+ Demonstrate knowledge of installing software programs and solving operating systems, software, and hardware problems.

+ Perform complex diagnostic troubleshooting to resolve and improve voice & data service issues.

+ Diagnose and resolve technical software & hardware issues involving internet connectivity, email clients, Video, VOIP and more.

+ Resolve username and password problems, solve basic software applications issues by verifying accurate hardware and software set up, power cycling equipment, assisting with navigating around application menus and resolves client’s email issues.

+ Provide technical support to users by researching and answering inquiries; solving problems; maintaining workstation and LAN performance.

+ Handle inbound and outbound calls, especially software, hardware, connectivity and troubleshooting.

+ Maintain a high-quality monitoring score according to the department metrics.

+ Attend customers based on call etiquette procedures.

+ Provide first resolution to client by providing appropriate billing, service, programming, maintenance and fixing issues (VoIP & HSD and Video).

+ 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.

Education and/or Experience:

High School graduate. Associate degree in Computer Systems preferred.

1-2 years of experience in computer support, customer service and solving problems in help desk environment.

A + & Network + certifications a plus.

Other Qualifications:

+ Good communication skills.

+ Fully Bilingual (Spanish and English).

+ Knowledgeable about common LAN/WAN configuration, delivery of cable modem service on the cable infrastructure, email applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd 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 solve 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.

+ Proven knowledge of internet/IP, web browsers, e-mail and other PC operating and connectivity technologies.

+ Advance configuration/working knowledge in windows applications.

+ Customer happiness focus, positive and service oriented.

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 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.

Education and/or Experience:

High School graduate. Associate degree in Computer Systems preferred.

1-2 years of experience in computer support, customer service and solving problems in help desk environment.

A + & Network + certifications a plus.

Other Qualifications:

+ Good communication skills.

+ Fully Bilingual (Spanish and English).

+ Knowledgeable about common LAN/WAN configuration, delivery of cable modem service on the cable infrastructure, email applications/concepts/configuration/SPAM issues, TCP/IP, VPN and 3rd 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 solve 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.

+ Proven knowledge of internet/IP, web browsers, e-mail and other PC operating and connectivity technologies.

+ Advance configuration/working knowledge in windows applications.

+ Customer happiness focus, positive and service oriented.

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 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.

How can you add value?

Essential Duties and Responsibilities include, but are not limited to, the following:

+ Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

+ Interact with customers to provide and process information in response to inquiries, concerns, and requests about products and services.

+ Solve PC/browser/e-mail/personal webpage/connectivity firewall/ router/hub problems and provide customer education as necessary.

+ Effectively solve issues relating to connectivity, network, equipment, identifying LAN issues, email and mail delivery problems, client configuration, domain issues, PC/Mac workstation configuration, DNS problem and proxy server configurations, server level issues, and webhosting.

+ Demonstrate knowledge of installing software programs and solving operating systems, software, and hardware problems.

+ Perform complex diagnostic troubleshooting to resolve and improve voice & data service issues.

+ Diagnose and resolve technical software & hardware issues involving internet connectivity, email clients, Video, VOIP and more.

+ Resolve username and password problems, solve basic software applications issues by verifying accurate hardware and software set up, power cycling equipment, assisting with navigating around application menus and resolves client’s email issues.

+ Provide technical support to users by researching and answering inquiries; solving problems; maintaining workstation and LAN performance.

+ Handle inbound and outbound calls, especially software, hardware, connectivity and troubleshooting.

+ Maintain a high-quality monitoring score according to the department metrics.

+ Attend customers based on call etiquette procedures.

+ Provide first resolution to client by providing appropriate billing, service, programming, maintenance and fixing issues (VoIP & HSD and Video).

+ 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.