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Job Description Where you’ll work:  Guatemala City, Guatemala Customer Care and Success at GoTo At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers. Your Day to Day As a Technical Support Specialist Tier 1, you would be working on: Performing a deep diagnose with emphasis on first-contact resolution and minimizing the need for scalation. Handling customer inquiries regarding GoTo products and basic network issues, ensuring fast and professional resolution. Keeping through records of all customers interactions, troubleshooting steps taken, and... solutions provided, using designated tracking systems. Interacting with GoTo customers efficiently over the phone, chat and email as needed. What We’re Looking For As a Technical Support Specialist Tier 1, your background will look like: 1-2 years of customer service and/or technical support experience in a call center environment. Basic understanding of the SIP signaling and VoIP technology (desirable). Technology enthusiast and eager to learn and master new tools, with ability to do deep research to explain customer queries. Grasps the fundamental concepts of networking necessary for VoIP services, including IP configurations and the implications of network settings on service quality (desirable). Ability to multi-task, utilizing several applications like Customer Service Management systems and research tools in multiple screens. Problem solving and growth mindset. Advanced communication skills in English above 85% (written and spoken) . Flexibility in schedule to accommodate different time zones. At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more. GoTo’s flexible-work software – including GoTo Connect, GoTo Resolve, Rescue, Central, and more – is built for small and medium-sized business IT departments, but powerful enough for the enterprise. By building its secure, easy-to-use software, GoTo is committed to ensuring the time at work is well-spent so that time outside of work is better spent. With over 3,000 global employees and over $1 billion in annual revenue, the remote-centric company’s physical headquarters is in Boston, Massachusetts, with additional offices and thousands of home offices in North America, South America, Europe, Asia, Australia, and beyond


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