**What’s The Role?** The Strategic Account Support Officer will aim to ensure that client’s needs are met and their expectations are exceeded. He/she will be in charge of complying with defined Service Level Agreements (SLAs) by following up on incidents, problems, changes, and requirements from all areas. Likewise, the Strategic Account Support Officer will ensure the quality of C&W services to meet our client’s expectations and will aim to improve the efficiency of processes and lower the business and operation risks. **What You´ll Do** **Technical Support** + To provide a detailed analysis of services based on the verification of the performance, monitoring, and statistics of cases generated. + To support and manage the resolution of critical incidents in the least time possible and to perform the necessary internal escalation processes (both functional and hierarchical) according to the priority of each case + To continuously verify the compliance with our expectations for each service and attend to the claims from clients from the different areas. + To ensure the information (topologies, inventories, contacts, databases) on services after changes and/or new implementations is updated. + To work together with the support team to ensure the scheduling and development of the solutions for products and services test plans (where applicable) **Contract** + To manage the compliance with the service level agreements. + To ensure both parties (the client and C&W) comply with the contractual conditions of the project. Also ensure the project’s cost-benefit ratio is met. + To validate and consolidate credit notes according to the availability of services provided. + To ensure the contracts with third parties, licenses, and manufacturers’ warranties are always valid with respect to the services contracted **Client Care** + To lead and participate in all the necessary follow-up meetings related to the operation of the service. + To participate in the new business initiatives and opportunities together with the sales team. + To address all of the clients’ needs in the different business areas (Payables, Sales, Customer Service, Legal, Implementations, Engineering, Support, Managers) and actively participate in the process. + To support the Project Manager(s) in the implementation or changing of services (if applicable) + To escalate the issue if any of C&W’s areas is not meeting the clients’ needs or expectations + To escalate the issue at the clients’ hierarchical levels if any of their areas are not fulfilling what has been agreed upon. **Deliverables** + To provide monthly reports on the service. This report must include the following: + Details of incidents, requirements, or changes in each platform. + Details of compliance with SLAs (times for attention, availability, agreements, etc.) + Graphs or diagrams on the performance of services (if applicable) + General analysis and suggestions (if applicable) + To lead periodic follow-up meetings and distribute minutes. The frequency will depend on each case or project. + To prepare any documents necessary for the project associated to the role’s duties (for example, service improvement plan, analysis of a specific incident, results to discuss in meetings, technical summary of the solution, etc.) **Knowledge & Experience** + 4+ years experience supporting and administrating Information Technology + Bachelor of Science degree in Computer Science, electronics or related field + Familiarity with the principles of ITIL, certification preferred + Four (4) years of technical support experience to include working knowledge of a range of diagnostic utilities, extensive knowledge of computing hardware, and experience with desktop and server operating systems. + Experience in telecommunications + Solid knowledge of IT Systems, applications and networking principles **Skills & Abilities** + Excellent written and oral communication and technical documentation skills. + Ability to work in a fast-paced, deadline-intensive environment. + Self-motivated and strong organizational skills + Solid relationship management and performance management skills. + Demonstrates a work ethic based on productivity + Proven analytical and problem-solving abilities. + Ability to effectively prioritize and execute tasks in a high-pressure environment. + Exceptional interpersonal skills with a focus on listening and questioning skills + Highly self-motivated and directed + Keen attention to detail + Team-oriented and skilled in working within a collaborative environment + Exceptional customer service orientation + Makes a good assessment of customer requirements + Understands customer’s business + Able to express ideas in a user-friendly and business-friendly language tailored for easy understanding by the intended audience. + Exceptional written and oral communication skills. + Adapts to different methods of communication by different parties + Ethics and Values + Demonstrates honesty and integrity in all interactions (with both customers and colleagues) + Demonstrates a firm commitment to the ethics, values and standards set by the organizationMaintains integrity and commitment to values and standards during conflicts and high-pressure situations + Must be available to work outside of normal business hours to fulfill production and project needs. + Availability to travel. **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 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 **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** + 4+ years experience supporting and administrating Information Technology + Bachelor of Science degree in Computer Science, electronics or related field + Familiarity with the principles of ITIL, certification preferred + Four (4) years of technical support experience to include working knowledge of a range of diagnostic utilities, extensive knowledge of computing hardware, and experience with desktop and server operating systems. + Experience in telecommunications + Solid knowledge of IT Systems, applications and networking principles **Skills & Abilities** + Excellent written and oral communication and technical documentation skills. + Ability to work in a fast-paced, deadline-intensive environment. + Self-motivated and strong organizational skills + Solid relationship management and performance management skills. + Demonstrates a work ethic based on productivity + Proven analytical and problem-solving abilities. + Ability to effectively prioritize and execute tasks in a high-pressure environment. + Exceptional interpersonal skills with a focus on listening and questioning skills + Highly self-motivated and directed + Keen attention to detail + Team-oriented and skilled in working within a collaborative environment + Exceptional customer service orientation + Makes a good assessment of customer requirements + Understands customer’s business + Able to express ideas in a user-friendly and business-friendly language tailored for easy understanding by the intended audience. + Exceptional written and oral communication skills. + Adapts to different methods of communication by different parties + Ethics and Values + Demonstrates honesty and integrity in all interactions (with both customers and colleagues) + Demonstrates a firm commitment to the ethics, values and standards set by the organizationMaintains integrity and commitment to values and standards during conflicts and high-pressure situations + Must be available to work outside of normal business hours to fulfill production and project needs. + Availability to travel. **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 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 **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** **Technical Support** + To provide a detailed analysis of services based on the verification of the performance, monitoring, and statistics of cases generated. + To support and manage the resolution of critical incidents in the least time possible and to perform the necessary internal escalation processes (both functional and hierarchical) according to the priority of each case + To continuously verify the compliance with our expectations for each service and attend to the claims from clients from the different areas. + To ensure the information (topologies, inventories, contacts, databases) on services after changes and/or new implementations is updated. + To work together with the support team to ensure the scheduling and development of the solutions for products and services test plans (where applicable) **Contract** + To manage the compliance with the service level agreements. + To ensure both parties (the client and C&W) comply with the contractual conditions of the project. Also ensure the project’s cost-benefit ratio is met. + To validate and consolidate credit notes according to the availability of services provided. + To ensure the contracts with third parties, licenses, and manufacturers’ warranties are always valid with respect to the services contracted **Client Care** + To lead and participate in all the necessary follow-up meetings related to the operation of the service. + To participate in the new business initiatives and opportunities together with the sales team. + To address all of the clients’ needs in the different business areas (Payables, Sales, Customer Service, Legal, Implementations, Engineering, Support, Managers) and actively participate in the process. + To support the Project Manager(s) in the implementation or changing of services (if applicable) + To escalate the issue if any of C&W’s areas is not meeting the clients’ needs or expectations + To escalate the issue at the clients’ hierarchical levels if any of their areas are not fulfilling what has been agreed upon. **Deliverables** + To provide monthly reports on the service. This report must include the following: + Details of incidents, requirements, or changes in each platform. + Details of compliance with SLAs (times for attention, availability, agreements, etc.) + Graphs or diagrams on the performance of services (if applicable) + General analysis and suggestions (if applicable) + To lead periodic follow-up meetings and distribute minutes. The frequency will depend on each case or project. + To prepare any documents necessary for the project associated to the role’s duties (for example, service improvement plan, analysis of a specific incident, results to discuss in meetings, technical summary of the solution, etc.)