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Liberty PR

Order Assurance Coordinator

Puerto Rico Category: Consumer Sub-Category: Contact Center
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Company Values

Our success depends on our people. What connects us, unites us and makes us ‘us’ is the passion and pride we have for creating moments that matter for our customers. So, wherever you choose to start your career at Liberty Latin America, we’re all guided by a shared vision, philosophy and principles that enable us to bring our culture to life. We do it the best and we do it with spirit.

  • Risk taking We’re empowered to take risks for our customers and each other. Making mistakes is OK.
  • Respectful We treat others like we want to be treated. It is nice to be important, but it is more important to be nice.
  • Honest We’re honest with others but, more importantly, we are honest with ourselves.
  • Hardworking We work hard for our customers, colleagues and investors.
  • Disciplined We’re consistent and we measure our performance. Commitments matter to us.

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Quote

What I love about our culture is the opportunities we create for our employees to grow their careers with us and the passion we have for growth. I love seeing people stretch and challenge themselves, working outside of their comfort zone and flourishing as a result. Doing great things for their self development, their families, our business and our customers.

Kerry Scott, Chief People Officer

Job Description

Who We Are?

We are the leading telecommunications company, connecting more than 40 markets in Latin America and The Caribbean with our video, broadband internet, telephony and mobiles services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region.

What´s the role?

Summary:

Routes service calls and installation jobs to a pool of technicians according to their location and experience. Jobs are assigned so that they are completed within a time-frame prearranged with the customer. Monitors technicians’ daily orders of work load, compiles schedules, assigns individual or systems orders and daily routes utilizing various software. Screens their activity through various software resources. Provisions modems and Voice eMTA’s. Assigns telephone numbers to subscribers.

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

  • Dispatches technicians to remedy service problems and proceeded with installations.
  • Assists Dispatch Manager with the management of daily activities over dispatch group and providing the highest quality of customer service to all departments.
  • Compiles schedules, assigns and print work requests for an individual technician or/a complete system.
  • Operates various software to review customer account information and inputs appropriate data regarding operational actions to accounts.
  • Support internal customers in a professional manner; resolve complaints efficiently in accordance with established guidelines. Inform management of all unresolved complaints.
  • Responsible for supporting installation technicians with the provisioning, activation, and problem solving of customer services at the time of installation.
  • Support installation technicians on work requests to complete final switch and network element provisioning tasks and activate telephone line in switch and CPE (Customer Premise Equipment) in network elements.
  • Provide issue resolution and detection assistance to NOC during outage situations impacting Internet and telephone services.
  • Coordinate requests for changes, supplements, suspensions, and disconnects requiring updates to dispatched work order; ensure installation technician informed accordingly.
  • Contacts customers to verify schedule date and time as necessary; reschedules missed appointments as quickly as possible at a time convenient for the customer.
  • Compiles, maintains and prepares various required operational reports, logs and files.
  • Monitors system picture performance to verify that all channels are on the air and clear; also reporting irregularities to propel personnel.
  • Assign IP addresses to cable modems and MTA’s and communicates with technical personnel to ensure accurate provisioning and functionality of MTA’s and cable modems.
  • Function as a Tier 2 Support for CSSR’s and HSD tier 1 (help desk) group calls and answering emails.
  • Supports technicians that handle trouble calls and support installer entering the CPE information in the billing system.
  • Relies on instructions and pre-established guidelines to perform the functions of the job.
  • Perform network and switch provisioning functions for telephony operations.
  • Demonstrates and ensures 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.

Supervisory Responsibilities:

This job has no supervisory responsibility.

Skills you'll Use Every Single Day:

  1. Resourcefulness & Flexibility
  2. Creativity and Innovation
  3. Customer Focus
  4. Initiative
  5. Company Ambassadorship
  6. Integrity and Ethics
  7. Learning Orientation
  8. Results Orientation
  9. Quality Orientation
  10. Collaboration

Job Competencies:

To perform the job efficiently, an individual should demonstrate the following proficiencies:

  1. Analytical Thinking
  2. Problem Solving
  3. Attention to details
  4. Team Work
  5. Planning / Coordinating

Education and/or Experience:

BS in Computer Science preferred.

Two years of experience in related field, VoIP Services preferred.

Customer service experience, preferably on call center environment.

Knowledge of telephone regulations for service activation, suspension, disconnects.

Other Qualifications:

  • Fully Bilingual Speaker & Writer (Spanish & English).
  • Strive to work and execute several tasks at a time.
  • Computer-literate (strong knowledge of Microsoft Office; applications as Excel, Power Point, Outlook).
  • Knowledge of CSG, ACSR, ACBIS, Intraway and Serve Assure applications.
  • Proven knowledge on Telecommunications, especially on cable, telephone and Internet.
  • Strive to perform and deliver under pressure with minimum supervision.
  • Dynamic customer oriented teammate.
  • Outstanding analytical skills and problem-solving abilities.
  • Good communication and interpersonal skills.

Physical Demands: The physical demands described here represent those that should be met by an employee to efficiently perform this job. Reasonable accommodations may be made to enable individuals with disabilities. The employee is occasionally required to stand, walk, sit and lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision and color vision.

Work Environment: Characteristics described here are representative of those an employee encounters while performing this job. The noise level is quiet.

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.

Why Join Us:

Technology excites us, enables us and drives us. We´re proud of the services we provide, the markets that we serve and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision: to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture and one team.

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.

#LI-LP1

Applying here

We want to make your application process as simple and streamlined as possible.
Here’s what you can expect when you apply:

  • 1. Your initial application

    Once you’ve found a job that’s right for you, follow the instructions on screen and submit the information required.

  • 2. Our first review

    One of our Talent Acquisition Consultants will review your application and reach out to you if we think you’re a good fit.

  • 3. Your interview

    We’ll arrange a time for us to meet virtually or in person. Depending on the role and market, there may be more than one interview.

  • 4. Job offer

    If you’re successful in the interview process, we’ll get in touch with you to make a job offer.

  • 5. Onboarding

    If you accept our offer, we’ll arrange a date for you to join the team, with an onboarding session taking place in your first few weeks at the company.

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