**Job Description** **Where** **you’ll** **work: ** Guatemala City, Guatemala **Customer Care and Success at** **GoTo** At GoTo, we're passionate about making IT easy for everyone. We deliver solutions that enable secure connections, collaboration, and flexibility, empowering people to live their best lives at work and beyond. Our basic mantra is to simplify to automate and automate to simplify, and we work together to achieve this goal every day. As a member of our customer care team, you'll play a crucial role in helping us achieve our mission by delivering exceptional service and support to our customers. **Your Day to Day** **As a Technical Support Specialist Tier 1, you would be working on:** + Performing a deep diagnosewith emphasis on first-contact resolution and minimizing the need for scalation. + Handling customer inquiries regarding GoTo productsand basic network issues, ensuring fast and professional resolution. + Keeping through records of all customers interactions, troubleshooting steps taken, and solutions provided, using designated tracking systems. + Interacting with GoTo customers efficiently over the phone, chat and email as needed. **What** **We’re** **Looking For** **As a Technical Support Specialist Tier 1, your background will look like:** + 1-2 years of customer service and/or technical support experience in a call center environment. + Basic understanding of the SIP signaling and VoIP technology (desirable). + Technology enthusiast and eager to learn and master new tools, with ability to do deep research to explain customer queries. + Grasps the fundamental concepts of networking necessary for VoIP services, including IP configurations and the implications of network settings on service quality (desirable). + Ability to multi-task, utilizing several applications like Customer Service Management systems and research tools in multiple screens. + Problem solving and growthmindset. + Advanced communication skills in Englishabove 85%(written and spoken) . + Flexibility in schedule to accommodate different time zones. At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more. (https://www.goto.com/company/corporate-responsibility) At GoTo, we’re bold enough to imagine a world of work without limits—where curiosity and AI-driven innovation fuel our constant growth. As the leader in cloud communications and IT, we solve real-world challenges through practical, cutting-edge solutions and an unwavering customer-first mindset. Our culture is rooted in inclusion, ownership, and transparency, fueling an environment where every voice contributes to both personal and collective achievement. Here, collaboration sparks bold ideas, and authenticity is celebrated—empowering you to adapt, evolve, and make a real impact. Join GoTo, and help shape the future of work while accelerating your own growth alongside exceptional people who are redefining what’s possible. GoTo, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. GoTo, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.