Technical Support Specialist Tier 1

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.