Ejecutivo de Soporte B2B

About the role

The B2B Support Executive will be the first point of contact for corporate customers of Tigo, handling phone and email inquiries, diagnosing technical incidents, and coordinating resolutions with internal teams and external providers. The role aims to maintain high service standards and ensure timely problem resolution.

Key responsibilities

• Answer telephone calls and emails from B2B Fixed/Mobile customers regarding service issues.
• Log, track, and follow up on incidents and general queries in the internal system.
• Analyze customer reports to diagnose problems and either resolve them quickly or escalate to the appropriate technical area.
• Coordinate with operational areas, special solution providers (e.g., security cameras, telephone exchanges), and business units for escalations and service changes.
• Ensure incidents are escalated and resolved within established service timeframes.
• Support the coordinator with any additional requests and maintain a high level of customer commitment.

Required profile

• Completed or ongoing degree/technical studies in Electronic Engineering, Telecommunications, Systems, Networks or related fields.
• Basic to intermediate knowledge of communication protocols and access networks.
• English language proficiency is desirable.
• Technical experience in telecommunications is a plus.
• Proven experience in customer service.

Required skills

• Communication protocols
• Access networks
• Network communications