Support Analyst - Customer Care

Support Analyst - Customer Care Guatemala

The Support Analyst plays a crucial role in enhancing business efficiency through operational reporting and data management. This position focuses on identifying issues, streamlining processes, and implementing impactful solutions within delivery enablement projects. The analyst will collaborate cross-functionally to ensure seamless integration of enhancements, ultimately driving improved outcomes.

• Conduct thorough analysis to identify existing issues within business operations, utilizing contact center operations knowledge to enhance overall efficiency.
• Optimize workflows by developing and implementing solutions tailored to project needs, ensuring alignment with customer service objectives.
• Generate detailed reports and comprehensive analyses using analytical tools to inform decision-making and drive process improvements within the assigned project.
• Collaborate cross-functionally with various teams to ensure seamless integration of enhancements, maximizing project outcomes and customer satisfaction.
• Utilize advanced analytical tools and methodologies to continuously monitor performance metrics, suggesting strategic initiatives for ongoing optimization in contact center operations.

• Proficient understanding of contact center operations and customer service processes.
• Strong analytical skills, with the ability to interpret data and generate actionable insights.
• Excellent written and verbal communication skills for effective collaboration and reporting.
• Familiarity with process mapping and documentation techniques.
• Outcome-oriented mindset, focused on driving improvements and meeting project goals.

• Certification in customer service or contact center management is optional but valuable.

At HCLTech, you'll supercharge your potential. You'll find your career. And you'll find your spark. All at a place that knows that helping its customers stay on top starts by putting its people first. HCLTech is a global technology company, home to more than 226,300 people across 60 countries, delivering industry-leading capabilities centered around digital, engineering, cloud and AI, powered by a broad portfolio of technology services and products.

We work with clients across all major verticals, providing industry solutions for Financial Services, Manufacturing, Life Sciences and Healthcare, Technology and Services, Telecom and Media, Retail and CPG, and Public Services. Consolidated revenues as of 12 months ending December 2025 totaled $14.5 billion.

At HCLTech, we believe in empowering our employees with comprehensive benefits that support their professional growth and enhance their well-being. When you sign up for a career with us, you gain access to:

• Industry-benchmarked compensation
• Best-in-class healthcare benefits
• Personal time off
• Maternity and paternity benefits
• Access to skills / higher education programs/resources
• Discounts on products and services via Benefit Box
• Participate in CSR programs and live life with a purpose
• Opportunities to grow and advance your career

Note: The benefits listed above vary depending on the nature of your employment and the country where you work. Some benefits may be available in some countries but not in all.