HCLTech in Guatemala
HCLTech established its presence in Guatemala in 2019. Since then, HCLTech has expanded its footprint in the region through customer engagements, partnerships, corporate initiatives, and investments. HCLTech today employs over 2,300 employees in Guatemala City.
We were one of the first technology organizations to place strong, steady emphasis on diversity and inclusion. As a result in Guatemala and all our locations, we’re proud to report our efforts are having an impact, with a workforce that is 99% Guatemalan.
HCLTech helps companies in Guatemala map and navigate transformational journeys, fueling the way with deep capabilities in cloud, artificial intelligence, and data analytics. We offer services and products through three business units: IT and Business Services (ITBS), Engineering and R&D Services (ERS) and Products & Platforms (P&P). Our proven three-pronged approach can play holistically in a client’s overall strategy, or contribute individually to an independent growth strategy.
With key operations in Guatemala, HCLTech has established itself as a preferred partner for many businesses in this region. Clients in banking, telecommunications, media and entertainment, manufacturing, government, and other verticals turn to HCLTech for essential services:
- Business Process Outsourcing
- Cloud and Infrastructure Services
- Cybersecurity and GRC Services
- Digital and Analytics
- Engineering and R&D Services
- NextGen Engineering
- Software Products and Platforms
We deliver these capabilities using the best frameworks and technologies, such as process consulting, robotic process automation, AI/ML, and analytics. As a result, our customers in this region benefit from greater operational efficiency, tighter automation, improved service levels and richer customer experience.
HCLTech has transformed the business environment in Guatemala through our world-class global technology and teams. We make digital shared services available across many industries, and our customers in the region benefit from HCLTech language, talent, and cost advantages.
HCLTech invests heavily in training and workforce development programs to help local employees develop digital skills. To reinforce our commitment to Guatemala's future workforce, we've partnered with leading academic institutions around the country to further support employee development.
We are dedicated to fostering a culture of diversity, inclusion, equity, and belonging at HCLTech. As an equal opportunity employer, we uphold our principles by ensuring every workplace is welcoming to everyone.
About HCLTech
HCLTech is a next-generation global technology company that helps enterprises reimagine their businesses for the digital age. Our technology products and services are based on four decades of innovation, with a world-renowned management philosophy, strong culture of invention and risk-taking, and a relentless focus on customer relationships.
HCLTech takes pride in our many diversity, social responsibility, sustainability, and education initiatives. Through a worldwide network of R&D facilities and co-innovation labs, global delivery capabilities, and over 222,000+ “Ideapreneurs” across 60 countries, HCLTech delivers holistic technology services to leading enterprises in many industry verticals, including 250 of the Fortune 500 and 650 of the Global 2000.
The company’s DNA of grassroots innovation, ingrained culture of co-innovation, and our tradition of going beyond what is expected to create customer value clearly differentiates HCLTech. This all comes together to give us a distinct advantage in creating business value in the connected, digital world.
Along the way, we’ve been recognized for our culture and our achievements. Bloomberg included HCLTech in the Gender Equality Index for moving the needle on equality for all. We have been named as one of Europe’s top employers, among the World’s Best Employers in Forbes 2020 and 2021 Best
222,000+
Employees
157+
Nationalities
60
Countries
US$ 12.3bn
Revenue
Unique Culture and Competitive Benefits
Employees at HCLTech are at the forefront of innovation, thanks to the unique culture we call "Ideapreneurship." Our management team firmly believes in the importance of employee trust and developed the company from that foundation.
Today our teams innovate and collaborate with one another and with customers to seed, cultivate, and harvest ideas. Every day, these HCLTech Ideapreneurs arrive dedicated and prepared to learn about our customers' businesses and help them imagine and create their futures.
To achieve maximum results, we know we must focus on the "value zone" in every client engagement. While providing extensive training and on-the-job coaching, we encourage our employees to try new things and give them the flexibility to explore, grow, and experiment. Our teams take pride in their passion and commitment to go above and beyond, and we celebrate this collective feeling in our culture.
We invite you to explore current opportunities to work with us in Guatemala and join the 222,000+ HCLTech Ideapreneurs thriving across 60 countries.
Together, let’s see how far we can go building on the values of innovation and trust.
With HCLTech Guatemala, you can expect:
Global career growth
Cross domain-skilling and job mobility
Focus on employee and community welfare
Transparent and structured rewards process
Flexibility that encourages work-life balance
Current Openings
Location: Guatemala city
Experience: 2+ years of experience in B2B collections.
Positions: Evergreen req
Roles and Responsibilities
- Follow up payments for Xerox equipment or any service after being sold by the Sales department.
- Ensure that accounts receivable are up to date with the entities.
- Most contact is to businesses not individuals.
Required Technical and Professional Expertise
- 85% English Level
- Basic Excel skills
- Backoffice experience with great Customer Service
- Problem solving skills
- Analytical skills
Location: Guatemala City
Experience: 1+ years of experience in B2B collections
Positions: Evergreen req
Roles and Responsibilities
- Follow up payments for Xerox equipment or any service after being sold by the Sales department.
- Ensure that accounts receivable are up to date with the entities.
- Most contact is to businesses not individuals.
Required Technical and Professional Expertise
- 85% English Level
- Basic Excel skills
- Back office experience with great Customer Service
- Problem solving skills
- Analytical skills
Location: Guatemala city
Experience: 1+
Positions: Evergreen req
Roles and Responsibilities
- Adherence to process to ensure high quality and customer service
- First call resolution
- Scheduling test remotely via phone
- Break schedule adherence.
- Involvement in motivational activities, implementing feedback given during monitoring sessions.
- Updating of various logs like escalation log, complaint tracker etc.
- Ensuring data security - proprietary data of customers
Required Technical and Professional Expertise
- Customer service experience (desired)
- 85% English Level
Location: Guatemala city
Experience: 1+ years of Customer Service experience (BPO)
Positions: Evergreen req
Roles and Responsibilities
- Provide customer service and billing information to Canadian customers
- Provide knowledgeable answers to questions about product, pricing and availability
- Data entry in various platforms
Required Technical and Professional Expertise
- 85% + of English written and spoken
- Excellent phone etiquette
- Excellent verbal, written, and interpersonal skills
- Ability to multi-task, organize, and prioritize work
Location: Guatemala city
Experience: 1+ year as customer service agent
Positions: Evergreen req
Roles and 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
- 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
- Facilitate visibility and attention of workflow contributors / resolvers to unresolved enquiries
Required Technical and Professional Expertise
- Language proficiency English - Spanish
- Good knowledge of the OTC process
- Desire billing, account receivable, order to cash or collections experience
Location: Guatemala City
Experience: 4+
Positions: 10
Skills:
- Strong software technical support skills
- High Degree of technical competency or knowledge in one of the following areas: IT Fundamentals, Operating Systems, Desktop Applications or Networking.
- Clear written and oral English skills (C1/C2 in English)
- Ability to communicate with empathy
- A strong aptitude and interest in developing detailed printer hardware knowledge to a Specialist level.
Roles and Responsibilities
- Provide technical support to customers, including additional Digital Front End, software and operating systems (Windows, MacOS, Linux) , IT and network environment, using phone, email, chat or video chat for all supported applications or products.
- Responds to customer requests providing support and troubleshoots to solve problems and ensures that they are resolved quickly, accurately, and professionally. Escalates issues to next level support as necessary.
- Support the configuration of new devices, modify existing configuration to support customers needs, providing the best solution possible, using the available tools in the customer’s environment.
- Effectively troubleshoots, replicates and follow workarounds using internal systems and Knowledge data bases.
- Documents and maintains appropriate records of all client interactions, steps, resolution of the problem, etc. through defined computer systems to keep a detailed log of instructions and technical information shared with the customer.
Required Technical and Professional Expertise
- Prior experience working in a technical call center, providing support for Hardware Products: Printers, ACs, Computers, Elevators or any other electromechanical product.
- Strong troubleshooting, simulation, remote configuration or problem-solving Experience
- Solid documentation experience.
Location: Guatemala City
Experience: 2+
Positions: 12
Skills:
- Clear written and oral English skills (C1/C2 in English
- Skills and competency providing professional phone support
- Ability to communicate with empathy
- A strong aptitude and interest in developing detailed product knowledge to a Specialist level.
- Good documentation skills
Roles and Responsibilities
- Provide remote support to customer in the US
- Handle inbound calls from customers.
- Resolve issue and properly communicate to customers using available channels: emails, phone calls, etc.
- Redirect calls to specialist support if required
- Resolve tickets and assigned tasks within stipulated SLAs
- Use knowledge bases effectively to resolve tickets
Required Technical and Professional Expertise
- Prior experience working in a technical call center, providing support for Hardware Products: Printers, ACs, Computers, Elevators, phones, game consoles or any other electromechanical product.
Location: Guatemala City
Experience: 3+
Positions: 15
Roles and Responsibilities
- Provide customer and sales support regarding maintenance contract pricing, alternative contract options, billing questions/revisions, contract cancellations and problem resolution.
- Work closely with Electronic Data Collection (EDC) and Sales teams to resolve any maintenance contract set-up/structure issues that may prevent the set-up process.
- Monitor contract pricing and renewals.
- Create/maintain equipment records and create new customer records.
- Create and update spreadsheets in SharePoint.
- Set-up MFP and MPS maintenance contracts in EA.
- Review, research and process contract credits and re-bills.
- Responsible for weekly forecast/activity reporting.
- Facilitate optimized meter acquisition process by calling the POC of the accounts and obtaining accurate meters.
- Generating and processing monthly departmental reports
- Review and Audit of eAutomate Meter Contact reports to ensure accurate request generations
- Input customer meter billing information into eAutomate and process contract billings
- Place phone calls and emails to obtain non-networked meter readings
- Requesting and providing meter information to other Global core companies
- Resolve customer meter billing issues
- Review and Audit of 360app (FM Audit) meter reports to insure eAutomate sync
- Identify and investigate unmanaged-suspect devices. Proper coding of devices
- Educates and presents automated meter acquisition process (360app- FM Audit) to customers and coordinates installation of the solution
- Partner with service team to resolve all serial number issues or other related issues that are discovered during or after service is performed on machines under contract
- Interact with contract administrators with serial corrections, location moves, contract questions, etc.
- Maintain company and customer asset integrity, using the tools supplied to collect data, perform audits and update all relevant records or equipment changes.
- Prepares daily/weekly action plans to ensure focused activity.
- Encourages and builds positive relationships and communicates effectively with all co-workers and outside customers.
- Other duties as assigned.
Required Technical and Professional Expertise
- Strong problem solving/reconciliation ability in order to resolve complex billing issues and handle problematic accounts.
- Must be analytical with strong problem solving ability
- Excellent communication skills (verbal and written)
- Exceptional time management skills
- Professional
- Strong organizational skills
- Must be able to multitask
- Must be able to work overtime at the end of each month
- Ability to sustain a high level of activity; prioritize and perform a variety of concurrent tasks with minimal direction
- Self-motivated, strong desire for task completion and follow-up
- Sharp attention to detail and accuracy; excellent organizational skills
- Must be flexible in break and lunch periods depending on work-flow
- This is an 8am to 5pm CST position.
- Overtime and weekend work coverage might be required, mainly on each month end.
Apply now
Apply now
Our Offices
HCL Guatemala
01 (One), 15 avenida 5-00, zona 13 of this city,
Edificio World Technology Center, Fase Dos,
Sótano Uno, Guatemala
HCL Guatemala
Due Corp - 4th Avenue 16-61 North Tower,
Zone 10, Guatemala