Junior Network Analyst – Guatemala (Remote)
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.
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