{"id":3844542,"url":"https://alion.io/job/hcltech-support-analyst","title":"Support Analyst","company":{"id":225,"name":"HCLTech","domain":"hcltech.com","url":"https://alion.io/company/hcltech","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SuccessFactors","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Guatemala"],"countries":["GT"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-11-06T00:13:13Z","employer_posted_date":"2026-11-06","last_verified_at":"2026-11-06T21:07:54Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Summary\nJOB SUMMARY\nThe position is responsible in providing assistance to Office Depot customers with their order concerns, ecommerce and loyalty related calls, tracking of order, complaints, and general inquiries. Some of the duties involve strict verification process, collecting of customer’s credit card information, and scheduling deliveries. This role requires good communication skills and strong comprehension to be able to deliver high customer satisfaction required by the client through its established KPIs.\nKey Responsibilities\nESSENTIAL DUTIES AND RESPONSIBILITIES\nEmail & Chat support team that respond to web-based customer inquiries and complaints.\nAnswer incoming customer contacts via email & Chat regarding product problems, and general customer concerns\nResolve problems by clarifying the customer complaint and provide the best solution\nAssist customers with their concerns guided by quality and training procedures provided by the client\nEngage analytical skills in correcting customer issues resulting from failure in delivering orders, rewards, billing, or invoicing errors\nAdhere to agreed Key Performance Indicators, Service Level Agreements and quality standards to maximize customer satisfaction\nOrder management, track and tracing, and answer inquiry of customers\nEnsure that calls and chats receive will be addressed while following processes and procedures set by Quality and Training of Office Depot\nCompletion of mandatory trainings and monthly assessment to gauge understanding and retention\nSkill Requirements\nSKILLS AND COMPETENCIES\nFocuses on delivering a positive customer experience\nAbility to quickly acquire knowledge of new processes in order to execute accurately on customer accounts\nAbility to multi-task\nStrong organizational and time management skills - ability to organize and prioritize Focuses on delivering a positive customer experience\nShould be professional, courteous, friendly, and empathetic\nOther Requirements","description_format":"text","description_chars":1973,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["IT Consulting & Digital Transformation","Managed IT Services (MSP)","Systems Integrators","Engineering Services"],"lifecycle":[{"event":"open","at":"2026-11-06T00:13:13Z"}],"visa":[],"liveness":{"score":90,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.903,"p_room":1,"age_days":0,"expected_fill_days":21,"reasons":["conf:0","velocity","win:early","comp:brand"],"computed_at":"2026-11-06T05:58:05Z"},"pay":null,"html_url":"https://alion.io/job/hcltech-support-analyst","json_url":"https://alion.io/job/hcltech-support-analyst.json","meta":{"generated_at":"2026-11-06T23:33:51Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3241,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-07T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":225},"rest":"https://alion.io/mcp/rest/get_company?id=225"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fhcltech-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fhcltech-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fhcltech-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/hcltech-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fhcltech-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3844542}},{"tool":"search_jobs","arguments":{"company":"hcltech.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3844542},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}