Analyst (Non-Voice)
Guatemala
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Job Description
Analyst (Non-Voice)
Guatemala, Guatemala

Job Summary

  • Primary point of contact for customer queries related to order processing
  • Band E0.3
  • Individual Contributor

Scope is to provide positive memorable customer interaction experience through personal engagement and first contact resolution of customer enquiries; maintain proactive engagement with customer for enquiries not resolved at first contact; and facilitate visibility and attention of workflow contributors / resolvers to unresolved enquiries. Heavily Involved in the OTC Process

Key Responsibilities

  • Expediently manage and resolve customer OTC enquiries in line with the SLAs
  • Responsible for a portfolio of customers within defined line of business(es) and geography
  • First point of contact for customer enquires including, complaints, claims, product returns, order status.
  • Leverage empowered role to promptly resolve customer issues without unnecessary involvement of other parties (e.g. Sales)
  • Provides visibility and attention to unresolved customer enquiries, proactively updating customer and flagging attention to workflow resolvers / contributors.

Advocates for the customer and continuously seek opportunities for low-effort customer experiences

Skill Requirements

Primary Skillset Needs 

  • Strong Customer Service
  • Good communication Skills
  • Problem solving mindset
  • English 80% and Spanish 100% required
  • MS Office Skills required
  • Preferred SAP experience or any other ERP (Oracle, JDE, PeopleSoft, etc.)

Other Requirements

Educational requirements  

  • High School diploma required
  • Desired Bachelor’s degree (currently active or graduate in Business Administration, Accounting, Engineering or similar)

Qualifications 

  • Language proficiency English - Spanish
  • Good knowledge of the OTC process
  • Confident and strong advocate for the customer
  • Assertive, empathetic and good communicator
  • Problem solver and can-do attitude
  • Comfortable with new technology
  • Flexible and adaptable to change
  • Strong communicator, orally and verbally

1-2 years experience in Customer Service/Back Office roles

 

 
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Information at a Glance

Why HCLTech?

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first.

HCLTech is a global technology company, home to more than 223,000 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products. We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending June 2026 totaled $14.8 billion.