**What's The Role** To maintain a high standard of monitoring and tracking of B2C and B2B orders and tickets on all platforms (HFC/COPPER/GPON). Providing back-office support to the Tech Ops Unit and liaise with external stakeholders to ensure efficiency. Effectively coordinate, manage fallouts for orders and tickets going to the field and provide support to the Field Service team ensuring that the company and department objectives are met. **What You'll Do** + Liaison with field supervisors ensuring that high priority appointments (B2C and B2B installation and repairs) are completed daily. + Prepare relevant reports on B2C and B2B (HFC, Copper & GPON orders and tickets to field supervisors to meet requisite SLA. + Escalate all sales rejected orders (HFC/COPPER/GPON) to the relevant Sales team ensuring that orders are actioned within SLA. + Ensure all orders (HFC/COPPER/GPON) with provisioning issues (PV lock, switch failure etc.) are escalated to the relevant team for resolution. + Escalate all orders and tickets with plant related issues on (HFC/COPPER/GPON) to the relevant team ensuring that orders are action within SLA. + Manage fallouts related to quota points for HFC Assignment on CRM and when needed, assist RPA team with routing activities. + Monitor and manage all tech assignment fallouts daily. Ensuring that all B2C and B2B orders and tickets with no appointments are scheduled and assigned on Liberate, ACUT and CRM. + Contact customers to discuss/clarify service request. + Ensure that all B2C and B2B orders in the installation queue are raised in the correct exchange/ site on Liberate. + Manage fallouts related to line plant facilities on Service Orders, such as, Voice Service (Copper, GPON & HFC), Data Services (Channelized T1, Dedicated Internet Access) etc. and related products. + Track and process new, rejected and suspended orders in the Sales, Route Assignment, Dial Assignment queues and Data Network queues as per agreed SLA. + Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests + Provide administrative and technical support for some hardware and software products that makes up the ADSL/GPON/HFC broadband environment. + Ensure all Fibre, Circuits & ADSL/GPON/HFC products and services within the business unit are provisioned within the agreed SLA. + Assist with test, integration and validation activities (from design stage to implementation) of all new services/solutions for ADSL, GPON & HFC related broadband. + Monitor and liaise with key stakeholders within the business to ensure that adequate facilities are available to provide ADSL, HFC & GPON services that meets our customer’s expectations. + Perform accurate network configurations on equipment, thus ensuring the maximum performance of ADSL and GPON services to customers, which should also be consistent with network operating standards. + Assist other technical staff when appropriate; include acting as technical backup for other department functions. + Assist in the preparation of documentation, procedures manuals and help sheets for hardware and software installation/configuration. + Determine system specifications, input/output processes and working parameters for hardware and software compatibility as it relates to ADSL and GPON technologies. + Perform User Acceptance Testing (UAT) functions when required. + Update/adjust field technician roster based on daily changes. + Validate service working for customers and progress to billing/ final QC. + Liaise with the field supervisor and field technician for current day appointments in the field to ensure completion. + Provide internal training/ support for the E-form application. + Manage and track missed appointments, past due appointments for B2C and B2B installations and repairs and escalate to field supervisors for update. + Update customer’s records as needed. + Manage and resolve service activation fallouts. + Create service orders, work orders and fault tickets where needed. + Handle all escalations relating to pending B2C and B2B installations and repairs. + Perform any other job-related duties that may be required. **Knowledge & Experience** + Strong interpersonal and communications skills + Ability to prioritize and multitask. + Ability to read and interpret work order and related documents. + Minimum of five (5) CXC passes. + Knowledge of the processes and procedures that govern field and back-office operations of the company. + Computer literacy + Proficient knowledge of ADSL, GPON and HFC. Application/Systems. e.g CMS, U2020, BBMS, SMP, Cubiware, SCCD, N2000 and Paradyne/ZHone, ServAssure NXT, Plume, Mosaic One, DPM, Calix, Assia, Resolve, GIS, Smart RG, Solar Winds, HSS. **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 mobile services under the consumer brands Liberty, Liberty Networks, Liberty Caribbean, Cable & Wireless, Cable & Wireless Business, BTC, FLOW, VTR, Liberty ICT, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region **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 a 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 Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws._ **Knowledge & Experience** + Strong interpersonal and communications skills + Ability to prioritize and multitask. + Ability to read and interpret work order and related documents. + Minimum of five (5) CXC passes. + Knowledge of the processes and procedures that govern field and back-office operations of the company. + Computer literacy + Proficient knowledge of ADSL, GPON and HFC. Application/Systems. e.g CMS, U2020, BBMS, SMP, Cubiware, SCCD, N2000 and Paradyne/ZHone, ServAssure NXT, Plume, Mosaic One, DPM, Calix, Assia, Resolve, GIS, Smart RG, Solar Winds, HSS. **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 mobile services under the consumer brands Liberty, Liberty Networks, Liberty Caribbean, Cable & Wireless, Cable & Wireless Business, BTC, FLOW, VTR, Liberty ICT, Liberty Puerto Rico & USVI, Liberty Costa Rica, and Más Móvil. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region **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 a 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 Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws._ **What You'll Do** + Liaison with field supervisors ensuring that high priority appointments (B2C and B2B installation and repairs) are completed daily. + Prepare relevant reports on B2C and B2B (HFC, Copper & GPON orders and tickets to field supervisors to meet requisite SLA. + Escalate all sales rejected orders (HFC/COPPER/GPON) to the relevant Sales team ensuring that orders are actioned within SLA. + Ensure all orders (HFC/COPPER/GPON) with provisioning issues (PV lock, switch failure etc.) are escalated to the relevant team for resolution. + Escalate all orders and tickets with plant related issues on (HFC/COPPER/GPON) to the relevant team ensuring that orders are action within SLA. + Manage fallouts related to quota points for HFC Assignment on CRM and when needed, assist RPA team with routing activities. + Monitor and manage all tech assignment fallouts daily. Ensuring that all B2C and B2B orders and tickets with no appointments are scheduled and assigned on Liberate, ACUT and CRM. + Contact customers to discuss/clarify service request. + Ensure that all B2C and B2B orders in the installation queue are raised in the correct exchange/ site on Liberate. + Manage fallouts related to line plant facilities on Service Orders, such as, Voice Service (Copper, GPON & HFC), Data Services (Channelized T1, Dedicated Internet Access) etc. and related products. + Track and process new, rejected and suspended orders in the Sales, Route Assignment, Dial Assignment queues and Data Network queues as per agreed SLA. + Liaise with Sales Representatives and Account Managers, to validate, assess and analyze service requests and where necessary make amendments to service requests + Provide administrative and technical support for some hardware and software products that makes up the ADSL/GPON/HFC broadband environment. + Ensure all Fibre, Circuits & ADSL/GPON/HFC products and services within the business unit are provisioned within the agreed SLA. + Assist with test, integration and validation activities (from design stage to implementation) of all new services/solutions for ADSL, GPON & HFC related broadband. + Monitor and liaise with key stakeholders within the business to ensure that adequate facilities are available to provide ADSL, HFC & GPON services that meets our customer’s expectations. + Perform accurate network configurations on equipment, thus ensuring the maximum performance of ADSL and GPON services to customers, which should also be consistent with network operating standards. + Assist other technical staff when appropriate; include acting as technical backup for other department functions. + Assist in the preparation of documentation, procedures manuals and help sheets for hardware and software installation/configuration. + Determine system specifications, input/output processes and working parameters for hardware and software compatibility as it relates to ADSL and GPON technologies. + Perform User Acceptance Testing (UAT) functions when required. + Update/adjust field technician roster based on daily changes. + Validate service working for customers and progress to billing/ final QC. + Liaise with the field supervisor and field technician for current day appointments in the field to ensure completion. + Provide internal training/ support for the E-form application. + Manage and track missed appointments, past due appointments for B2C and B2B installations and repairs and escalate to field supervisors for update. + Update customer’s records as needed. + Manage and resolve service activation fallouts. + Create service orders, work orders and fault tickets where needed. + Handle all escalations relating to pending B2C and B2B installations and repairs. + Perform any other job-related duties that may be required.