Technical Support Advisors

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Job Title: Technical Support Advisor

Location: On site (Guatemala City)

About VXI Global Solutions

VXI is seeking highly motivated, detail-oriented, and customer-focused representatives to join our world-class contact center. This is a full-time, onsite position based in Guatemala City Department.

Make a Difference Every Day

As a Technical Support Advisor, you will be responsible for providing technical assistance and support to customers, resolving technical issues, and ensuring customer satisfaction. This role involves troubleshooting problems, guiding customers through step-by-step solutions, and maintaining a high level of customer service.

What You'll Do

• Provide technical support and assistance to customers via phone, email, or chat.
• Diagnose and troubleshoot hardware and software issues.
• Guide customers through step-by-step solutions to resolve technical problems.
• Document and track customer issues and resolutions in a ticketing system.
• Escalate complex issues to higher-level support or specialized teams when necessary.
• Follow up with customers to ensure their technical issues are resolved.
• Maintain a high level of customer satisfaction by providing timely and effective support.
• Stay updated on the latest technology trends and product updates.
• Assist in the development of technical support documentation and knowledge base articles.
• Collaborate with other departments to improve overall customer experience
• Emotional Intelligence: Use strong emotional intelligence to manage and diffuse challenging situations, ensuring a positive and low-effort experience for customers.
• Attendance & Punctuality: Maintain excellent attendance and punctuality to ensure seamless service delivery.

What You Bring

• Education: High School Diploma or equivalent.
• Experience: Previous call center experience in a fast-paced, phone-based or customer-facing environment.

Skills:

• Excellent verbal and written communication.
• Strong attention to detail and organizational skills.
• English Proficiency: B2

Experience:

• 6+ months in a contact center or customer service role with high call volume.
• Proven ability to handle 100+ calls/day while staying composed.
• Availability: Ability to work varied shifts within Contact Center hours (Monday to Friday, and Saturdays and Sundays) based on business needs.
• Commitment: Must attend and complete 100% of the training within the first 90 days.

Compensation & Perks

• Monthly Salary: Q6,000 Base Salary + Production Bonus + Incentives (if applicable)
• Company-Provided Equipment: All necessary equipment will be provided.
• Comprehensive Benefits: health insurance package including medical and dental.
• Generous Referral Program: Earn Q400 per paycheck for every person you refer-and your referral earns it too! No limits on payouts.
• Comprehensive Training: Paid training to ensure you are fully prepared for success.
• Career Growth: Opportunities for career advancement and professional development within a leading healthcare provider.
• Inclusive Culture: We are an Equal Opportunity Employer, including individuals with disabilities .

Why Join Us?

If you're looking for a rewarding customer service role where you can make a tangible impact , VXI is the perfect place for you. Join us and be part of a thriving, supportive team that values professional growth and customer satisfaction!

If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!