Business Technical Support Representative

What's the role?

As a Business Technical Support Representative, you will provide advanced technical support to Liberty Business Services customers—both internal and external—delivering an elite customer experience across multiple contact channels. You will promptly respond to customer inquiries via calls, messages, cases, and other platforms, providing accurate information, diagnosing issues, and resolving technical and network-related problems for new and existing customers.

In this role, you will apply strong critical‑thinking skills to research technical cases using various internal and external resources, identify root causes, implement solutions, and follow up with customers to ensure full resolution and satisfaction. Additionally, during every customer interaction, you will identify opportunities for retention and sales referrals.

How can you add value?

• Receive, analyze, and understand business customer inquiries and provide timely and accurate technical responses.
• Resolve complex technical issues escalated from Tier 1 support teams by identifying root causes and implementing appropriate solutions.
• Support customer requests received through multiple channels, including phone, web, chat, online forums, and other platforms.
• Work across one or multiple queues or skill groups as business needs require.
• Provide assistance related to business products, features, devices, applications, and services.
• Diagnose and resolve voice and data issues spanning multiple networks.
• Provide technical support for smartphones, wearables, and other devices connected to the wireless network, ranging from basic settings to complex technical challenges.
• Maintain up‑to‑date knowledge of all company products, services, and promotions.
• Escalate issues to Tier 3 support teams when necessary and follow up to ensure resolution and customer satisfaction.
• Provide advanced technical support for Business Voice and Data services, including SIP, PRI‑ISDN, Dedicated Internet Access, and Data Transport services.
• Troubleshoot IP routing topologies, including static routes and routing protocols.
• Diagnose Ethernet connectivity issues, including VLANs, MAC addressing, and ARP.
• Identify and resolve fiber optic connectivity issues, including OTDR testing and optical power measurements.
• Support delivery and troubleshooting of IP solutions, including voice, video, and Internet services.
• Provide support for Ethernet Virtual Private Lines (EVPL), point‑to‑point configurations, and GigE aggregation ports using various delivery methods (GPON, media converters, optical transceivers).
• Provide remote technical support to in‑house and third‑party field technicians for configuration, troubleshooting, and provisioning of VoIP and TDM PBX systems.
• Develop clear and concise documentation when escalating technical issues to Tier 3 support.
• Handle inbound and outbound customer communications while adhering to call etiquette standards.
• Monitor business core network and service equipment for outages and performance issues, following operational escalation procedures to meet restoration timelines.
• Maintain high‑quality performance scores in accordance with departmental metrics.
• Identify opportunities for retention and sales referrals during every customer interaction.
• Act as a trusted product consultant by articulating features and benefits and recommending upgrades, new services, or additional lines of business.
• Support Liberty Business growth by introducing customers to new products and higher tiers of service.
• Provide feedback to management to improve processes, tools, and standard operating procedures.
• Be available to work varying shifts, including nights, weekends, and holidays as required.
• Comply with all confidentiality, privacy, security policies, and applicable laws and regulations.
• 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.
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What do you need?

Education and/or Experience:

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

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

A + & Network + certifications a plus. (preferred)

CCNA preferred.a plus.

CCNA preferred.

Other Qualifications:

• Understanding of Data Network topologies.
• 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 communication 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 3rd party devices and their interaction with our service.
• Handle multiple systems and applications at the same time. Knowledge and ability to navigate on Windows, iOS, Android and cloud services (iCloud, Google Drive and OneDrive).
• 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.
• Excellent knowledge of internet/IP, web browsers, e-mail and other PC operating and connectivity technologies.
• Advance configuration/solid understanding in windows applications.
• Ability to manage multiple time critical issues.
• Knowledge on Telecommunications.
• Specific job assignments may require day, evening, weekend, or holiday hours. 
• Ability to thrive in a fast‑paced, structured, and dynamic, high‑transaction environment, effectively balancing multiple time‑critical priorities while maintaining composure and professionally handling challenging or upset customers.

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.