Technical Support Specialist Tier 1

Where you’ll work:

Guatemala City, GU, GT

Customer Care & Success at GoTo

At GoTo, our Customer Care & Success team helps people get the most out of technology. We use innovative, AI-driven tools and automation to make support faster and smarter. Creative thinking and teamwork are at the heart of how we solve problems and enhance customer experience. Join us and use your skills to add value for our customers and have a positive impact on everyone who uses our products.

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-Day
• As 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 For
• As 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.

What We Offer

At GoTo, we care about helping our people succeed at work and feel supported in life. Our employee benefits and programs are designed to support your well-being, growth, and sense of belonging. Here's what you can expect as part of our team:

• •Comprehensive health benefits
• •Generous paid time off, including paid holidays, volunteer days, quarterly self-care days, and company-designated no-meeting days
• •Tuition reimbursement and access to instructor-led and on-demand learning and development programs
• •The Thrive Global Wellness Program, a confidential Employee Assistance Program (EAP), a wellness app and one-on-one wellness coaching
• •Employee-led communities and programs, including Employee Resource Groups (ERGs), GoTo Gives, and charitable matching

We work hard to create an environment where everyone feels welcome, respected, and able to contribute. Building a culture of belonging isn't just something we talk about - it's part of how we work every day.

Specific benefits and offerings may vary by country in line with local regulations and market practices.

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.