Customer Service Analyst – Voice
HCLTech · Guatemala
Description du poste
About the role
The Customer Service Analyst – Voice ensures the smooth operation and maintenance of voice communication systems. You will monitor performance, troubleshoot issues, and provide technical support to improve reliability and service quality.
Key responsibilities
- Maintain active communication with customers to address and resolve service issues.
- Monitor voice system performance and troubleshoot problems.
- Create and maintain documentation on voice processes.
- Generate reports on system performance and incidents.
Required profile
- At least 85% proficiency in spoken and written English.
- Minimum 1 year of experience in customer service, preferably BPO inbound calls or chats.
- Valid high school diploma.
- Strong communication attitude.
Required skills
What we offer
- Hybrid work model: two weeks on‑site per month.
- Two days off per week (one weekend day and one weekday).
- Business hours from 6 am to 7 pm (DLS applicable).
- Equipment and parking provided.
- Free health and life insurance.
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HCLTech
Guatemala