Analyst (Non-Voice)

HCLTech
Apply Now ↗
📍 Guatemala, Guatemala

About this role

Job Summary

  • Primary point of contact for customer queries related to order processing
  • Band E0.3
  • Individual Contributor

Scope is to provide positive memorable customer interaction experience through personal engagement and first contact resolution of customer enquiries; maintain proactive engagement with customer for enquiries not resolved at first contact; and facilitate visibility and attention of workflow contributors / resolvers to unresolved enquiries. Heavily Involved in the OTC Process

Key Responsibilities

  • Expediently manage and resolve customer OTC enquiries in line with the SLAs
  • Responsible for a portfolio of customers within defined line of business(es) and geography
  • First point of contact for customer enquires including, complaints, claims, product returns, order status.
  • Leverage empowered role to promptly resolve customer issues without unnecessary involvement of other parties (e.g. Sales)
  • Provides visibility and attention to unresolved customer enquiries, proactively updating customer and flagging attention to workflow resolvers / contributors.

Advocates for the customer and continuously seek opportunities for low-effort customer experiences

Skill Requirements

Primary Skillset Needs 

  • Strong Customer Service
  • Good communication Skills
  • Problem solving mindset
  • English 80% and Spanish 100% required
  • MS Office Skills required
  • Preferred SAP experience or any other ERP (Oracle, JDE, PeopleSoft, etc.)

Other Requirements

Educational requirements  

  • High School diploma required
  • Desired Bachelor’s degree (currently active or graduate in Business Administration, Accounting, Engineering or similar)

Qualifications 

  • Language proficiency English - Spanish
  • Good knowledge of the OTC process
  • Confident and strong advocate for the customer
  • Assertive, empathetic and good communicator
  • Problem solver and can-do attitude
  • Comfortable with new technology
  • Flexible and adaptable to change
  • Strong communicator, orally and verbally

1-2 years experience in Customer Service/Back Office roles

 

 

Frequently Asked Questions

Is the salary disclosed for the Analyst (Non-Voice) position at HCLTech?
The salary for this Analyst (Non-Voice) role at HCLTech is not publicly listed. Click "Apply Now" to learn more about the compensation package on their official careers page.
Where is the Analyst (Non-Voice) position at HCLTech located?
This Analyst (Non-Voice) role at HCLTech is based in Guatemala, Guatemala. The position is listed as on-site or hybrid. Check the full job description or apply directly to confirm the work arrangement.
How do I apply for the Analyst (Non-Voice) position at HCLTech?
Click the "Apply Now" button on this page. You will be redirected to HCLTech's official application portal hosted on successfactors where you can submit your application directly.
When was the Analyst (Non-Voice) job at HCLTech posted?
This Analyst (Non-Voice) position at HCLTech was posted on Oct 2, 2026. Apply as soon as possible — early applications are often reviewed first.
Analyst (Non-Voice)
HCLTech
Apply for this role ↗

You'll be redirected to HCLTech's official application page on successfactors.