Supervisor - Customer Experience Technical Support

What's The Role
The Technical Supervisor, Customer Experience Technical Support in Curacao is responsible for leading the technical support team, ensuring the resolution of technical issuesrelated to fixed and mobile services across the Dutch Caribbean B2C and B2B markets. This role focuses on optimizingtechnical support operations through voice and non-voice channels, managing team performance, and maintaining highstandards of technical troubleshooting and resolution across inbound and outbound interactions. The Technical Supervisor provides strategic insights and detailed performance reporting to the Senior Manager of Customer Care Operations, aimingto continuously improve technical service delivery.
What You'll Do
Team Management and Support:

Direct the performance of Technical Agents, ensuring adherence to technical procedures, quality standards, and servicelevels for fixed and mobile services across voice and non-voice channels.
Provide targeted feedback and guidance to Technical Agents on complex technical issues, ensuring alignment withtechnical protocols and operational objectives in both inbound and outbound interactions.
Monitor key productivity metrics such as AHT, auxiliary times, and adherence to schedules, ensuring that technicalsupport operations are conducted efficiently and effectively.
Conduct performance evaluations, facilitate skill enhancement sessions, and implement corrective actions to maintain ahigh-performing technical support team.
Ensure all team members are equipped with the necessary technical tools and training, reinforcing their capabilities tohandle advanced troubleshooting tasks.
Maintain a technical-focused work environment, promptly addressing any team issues or conflicts that could impactservice delivery.
Operational Duties:

Analyze technical performance reports and KPIs to evaluate team effectiveness and identify technical areas that requireimprovement.
Develop and execute strategic action plans to address technical performance gaps, aiming to exceed technical supporttargets consistently.
Ensure that all technical support tasks are completed within established timeframes, complying with service levelagreements specific to technical services.
Implement quality assurance processes, including evaluations of technical support procedures and random callmonitoring, to uphold technical service excellence.
Prepare and present detailed technical performance reports to the Senior Manager of Customer Care Operations,including insights and recommendations for optimizing technical support operations.
Oversee the integration of technical process improvements and new technologies to enhance team efficiency andservice quality.
Perform all other duties requested as deemed relevant or necessary to the job or in achieving the organization'sobjectives.
Relationship Network:

Maintain proactive communication with the Senior Manager of Customer Care Operations, providing updates ontechnical team performance, operational status, and strategic initiatives.
Collaborate closely with internal departments to streamline technical support processes and ensure comprehensivetechnical service delivery across the organization.
Engage with external vendors and partners, when necessary, to manage technical service challenges and maintainadherence to performance standards.
Represent the technical support team in strategic meetings, contributing technical insights and recommendations forenhancing support operations.
What You'll Need
Education & Experience:

Bachelor's degree or equivalent in a relevant field such as Technology, ICT, or Engineering.
Minimum of four years of experience in a telecommunication troubleshooting environment.
Extensive experience with advanced technical support, preferably in a senior or specialized technical role.
Knowledge, Skills, and Abilities:

Excellent communication skills in English, Dutch, Spanish, and Papiamento.
Strong expertise in troubleshooting and resolving complex technical issues across various network layers andtechnologies.
Solid understanding of network devices, IP switching and routing, and managed services.
Proficiency in using technical support tools, CRM systems, and telecom-related technologies.
Skilled in diagnosing and addressing advanced technical cases, offering guidance and best practices.
Knowledge of Networking and NOC environments.
Handle complex technical issues independently and guide the team in effective resolutions.
Share technical knowledge and best practices to enhance overall service quality.
Utilize analytical skills to diagnose and resolve advanced technical problems efficiently.
Adapt to fluctuating hours and evolving challenges with flexibility.
Demonstrate effective time management and planning to handle complex caseloads.
Competencies:

Leadership and team management.
Technical problem-solving and innovation.
Strategic thinking and performance monitoring.
Strong analytical skills.
Resilience under stress and adaptability.
Results-driven and flexible in approach.
Commitment to process improvement.
Additional Attributes :

Emotional intelligence and quick decision-making.
Conflict resolution and negotiation skills.
Proactive approach with a strong sense of urgency.
Ability to work independently and as part of a team.
Adaptability to new challenges.
Focus on customer satisfaction.
Effective multitasking.
Encouragement of creativity.
Mentorship and team development.
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.
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