GoToTechnical Support Specialist Tier 1
Job Description
Where you’ll work: Guatemala City, Guatemala
Customer Care and Success at GoTo
We believe in making IT easy. By delivering solutions that make it easy to securely connect, collaborate and be flexible above all else, we empower everyone to live their best life, at work and beyond. We try to live by a basic mantra: simplify to automate, automate to simplify. This is where you help us achieve our mission.
Your Day-to-DayAs a Technical Support Specialist Tier 1, you’ll play a key role in:
Diving into customer inquiries with a focus on first-contact resolution, ensuring a smooth and efficient experience without the need for escalations.
Resolving questions about GoTo products and troubleshooting basic network-related issues with speed and professionalism.
Documenting every interaction thoroughly, including troubleshooting steps and solutions, using advanced tracking systems to keep things organized.
Connecting with GoTo customers via phone, chat, and email, making every interaction professional, friendly, and impactful.
What We’re Looking ForAs a Technical Support Specialist Tier 1, you’re bringing:
1-2 years of experience in customer service or technical support, preferably in a call center or similar environment.
A passion for technology and SaaS, with the drive to quickly learn and master new tools while researching customer queries in-depth.
Problem-solving skills and a growth mindset, always looking to improve processes and create better experiences.
Advanced English communication skills (written and spoken) at 85% or above to ensure clear, concise interactions.
Comfort multitasking across multiple systems and screens, using tools like Customer Service Management software and research platforms.
Scheduling flexibility to work with customers across different time zones.
Bonus Points:
- Knowledge of basic networking concepts like IP configurations and how network settings impact VoIP & other services is a plus!
What We Offer
At GoTo, we believe in supporting our employees with a comprehensive range of benefits designed to fit your life—at work and beyond. Here are just some of the benefits and perks you can expect when you join our team:
Comprehensive health benefits, life and disability insurance, and fertility and family-forming support programs
Paid holidays, volunteer time off, and quarterly self-care days and no meeting days
Tuition and reading reimbursement programs to support your continuous learning and professional growth
Thrive Global Wellness Program, Confidential Employee Assistance Program (EAP)
Employee programs—including Employee Resource Groups (ERGs), GoTo Gives, and our charitable matching program—to amplify your connection and impact.
At GoTo, you’ll find the flexibility, resources, and support you need to thrive—at work, at home, and everywhere in between. You’ll work towards a shared goal with an open-minded, cohesive team that’s greater than the sum of its parts. We’re committed to creating an inclusive space for everyone, because we know unique perspectives make us a stronger company and community. Join us and be part of a company that invests in your future, where together we’ll Be Real, Think Big, Move Fast, Keep Growing, and stay Customer Obsessed. Learn more.