Are you looking to join a fun, dynamic and diverse team with the global leader in hospitality technology? GuestTek™ is the world’s largest provider of High-Speed Internet and IPTV solutions to the global hospitality industry. Our OneView™ platform provides Converged Data, Video, Telephony, Above Property Voice and Mobile App services. Our global support team is unsurpassed in the industry and we are looking for enthusiastic, customer-focused and skilled people to join our team in Guatemala. This is a full-time position.

The Junior Network Analyst is responsible for the fielding of customer/customer client calls generating a case, and either resolving or escalating the case. Calls will be a mixture of Customer Service and troubleshooting of technical issues.

This is a position that requires varied shift work including evenings, weekends and statutory holidays; as the role is active seven days a week, 24 hours a day, and 365 days a year. This position interfaces with the Intermediate and Senior Network Analysts, as well as Clients and Clients Customers. These analysts perform special projects for all other departments.

Key Responsibilities:

• Taking calls from Hotel Guests and Hotel Staff Members.

• Adhering to company policy on attendance and use of phone status buttons.

• Addressing questions and concerns reported by callers.

• Using internal software to create tickets according to Company standards and procedures.

• Resolving tickets according to company policies. Properly escalating tickets per company policy.

• When requested, handling e-mail communication with the clients.

• Provide exceptional customer service to Callers.

• Representing the company, showing a positive image to Callers.

• Following policies and procedures provided during training or supplied by Managers.

• Meeting or exceeding the expected KVI and KPI’s.

• Working well with other Guest-Tek employees.

• Keeping up with changing technology and company policies.

• Attending additional training programs that will be provided and organized by the Company.

• Other related duties as assigned.

Qualifications:

• Fluent in English and Spanish is a must.

• Knowledge of computer systems, networking, computer components, TV setups, internet applications,

mobile apps/operating systems and a comfort level of troubleshooting these topics patiently with a customer over the telephone.

• CCNA or other IT certifications will be an asset.

• Knowledge of networking and network equipment.

• Proficient in Windows, Apple and Mobile (Android) operating systems.

• Familiarity with Linux will be an asset.

• Exceptional Customer Service and communication skills.

• Available to cover shifts supporting a 7/24/365 operation.

• Familiarity with internet applications including e-mail and VPN’s an asset.

• Familiarity with the latest IT technology on the market will be an asset.

Personal Attributes:

• Superior communication and interpersonal skills.

• Customer and business oriented approach.

• Motivated, reliable, and goal oriented with a proven dedication to customer care excellence.

• Ability to use logic while providing service.

Why Choose GuestTek?

• We offer competitive pay, bonuses and private health care insurance.
• You can work from home!
• Opportunities for advancement and learn about the latest in hospitality technology.
• Work with great people from around the world.
• We offer competitive pay, bonuses and private health care insurance.
• You can work from home!
• Opportunities for advancement and learn about the latest in hospitality technology.
• Work with great people from around the world.
• Watch this video to see what some of our team members have to say.

How to Apply:

Send your cover letter and resume/CV to careers@guest-tek.com. Please include the position you are applying for in the subject line.

We thank everyone for their interest. We will contact qualified candidates for screening and an interview.