Intake Specialist (PM and Overnight Shifts)

Only candidates residing in Guatemala will be considered.
Position OverviewThe Intake Specialist serves as the first point of contact for customers requesting service. This role is responsible for accurately assessing incoming service calls, completing accurate and precise documentation for downstream teams. This position requires strong analytical thinking, exceptional attention to detail, structured questioning skills, and a high level of customer professionalism. The Intake Specialist plays a critical role in protecting dispatch efficiency and ensuring accurate notification creations.
Key ResponsibilitiesAnswer inbound customer service calls in a professional and efficient mannerSchedule and Dispatch service engineers during after hours support in a professional and efficient mannerEstablish rapport while maintaining structured control of the callGather accurate information regarding types of equipment, issues detail, urgency, location, and impact.Assess each call to determine need for escalation and prioritize appropriatelyAsk structured, clarifying and probing questions to ensure all required data has been capturedProvide thorough and detailed documentation
Required Qualifications & ExperienceIt is essential to have a High School Diploma (with the seal of the Comptroller General of Accounts).Minimum of 5 years of experience in BPO (Customer Service Representative or Technical Support Specialist)Strong verbal and written communication skills to effectively engage customers, internal partners, and diverse audiences (English 90% - C1).Proficiency in PC applications, including Microsoft Word, Excel, PowerPoint, and Outlook.Demonstrated ability to independently perform standard professional-level work involving complex and less clearly defined issues.Strong organizational and time management skills with exceptional attention to detail.Ability to act as a Change Agent by promoting change management, customer focus, integrity, and ownership.Self-starter with high initiative who embraces an ownership-driven culture.Exceptional attention to detail
Only candidates residing in Guatemala will be considered.