Analyst - Technical diagnosis and troubleshooting
Guatemala
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Job Description
Analyst - Technical diagnosis and troubleshooting
Others, Others

Long Description

We are looking for:

• 85% spoken and written English

• 1+ years of experience in customer service (BPO inbound calls/chats)

• Valid High school Diploma (must)

• Great communications skills and attitude

We offer:

• Hybrid environment (Home/site)

• 2 days off (one on the weekend and another within the week)

• Business hours 6am to 3pm (DLS applicable)

• Equipment

• Parking

• Free Health and Life insurance

Job Summary

Analyst - Tech plays a vital role in ensuring the efficient operation and maintenance of voice communication systems. This position is responsible for monitoring, troubleshooting, and providing technical support to enhance service reliability and performance. The Analyst will serve as a key point of contact for resolving technical issues and maintaining customer satisfaction.

Key Responsibilities

1. Monitor And Troubleshoot Voice Communication Systems Using Technical Diagnosis And Troubleshooting Skills To Identify And Resolve Issues Promptly.
2. Provide Technical Support For Voice-Related Issues, Serving As An Escalation Point To Ensure Timely Resolution And Maintain Service Quality.
3. Maintain Active Communication With Customers To Address Service Issues, Ensuring A High Level Of Customer Satisfaction And Adherence To Nps Goals.
4. Create And Maintain Comprehensive Documentation On Voice Processes, Generating Reports On System Performance And Technical Issues To Support Continuous Improvement.
5. Respond To Inbound Queries And Make Outbound Communications As Needed To Resolve Technical Service Issues, Ensuring Alignment With Project Requirements And Slas.

Skill Requirements

1. Technical Diagnosis And Troubleshooting Of Voice Communication Systems
2. Proficient In Written And Verbal Communication For Effective Customer Interaction
3. Strong Focus On Customer Satisfaction And Ability To Achieve Nps Targets
4. Outcome-Oriented Mindset With A Commitment To Meeting Deadlines And Project Goals

Other Requirements

1. Optional But Valuable Certifications In Voice Communication Or Itil Foundations
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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 226,300 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 December 2025 totaled $14.5 billion.
23 Benefits At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to: https://rmkcdn.successfactors.com/147eb21f/a701dca9-f32d-4fc9-9447-6.svg Industry-benchmarked compensation https://rmkcdn.successfactors.com/147eb21f/b0c54381-ddcc-4a33-9b35-9.svg Best-in-class healthcare benefits https://rmkcdn.successfactors.com/147eb21f/b73027be-7aae-4d36-a090-4.svg Personal time off https://rmkcdn.successfactors.com/147eb21f/d5b4fdfd-2e99-4e26-9878-9.svg Maternity and paternity benefits https://rmkcdn.successfactors.com/147eb21f/3d42b0fc-4652-435a-9ece-c.svg Access to skills / higher education programs/resources https://rmkcdn.successfactors.com/147eb21f/aeddeaf2-9e25-4584-ad11-d.svg Discounts on products and services via Benefit Box https://rmkcdn.successfactors.com/147eb21f/a9609a3b-2700-4b3c-9d90-a.svg Participate in CSR programs and live life with a purpose https://rmkcdn.successfactors.com/147eb21f/c6e33851-710f-4634-bd69-f.svg Opportunities to grow and advance your career Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.