Job Description

　　Where you’ll work:

　　Guatemala City, mostly remote with occasional working days at the Guatemala City Office. The working hours are from 10 AM to 7 PM Guatemala Time (9 AM to 6 PM Mountain Time), subject to daylight saving adjustments.

　　SMB Project Manager at GoTo

　　The SMB Project Management Team handles onboarding our new small, medium business clients. We provide world class experience for customers so they can get the most out of their GoToConnect System. The SMB Project Management Team handles training and configuring the GoToConnect system. The SMB Project Management Team will monitor orders such as new numbers and equipment, ensure that any issues are addressed and resolved as quickly and efficiently as possible. The Project Manager will keep communication with the customer and ensure their questions are answered, that they are focused and engaged on the needed next steps/tasks. Ensure that they communicate with the customer, third parties, internal teams to complete all needed tasks in a timely manner.

　　Your Day to Day

　　As a SMB Project Manager you would be working on:

　　Pre-install network survey

　　Introductory call between customer and SMB Project Manager

　　Testing and verification of Network stability

　　Network Configuration Assistance

　　Hands on-training

　　White Glove Billing and Support Process

　　Dedicated resources for technical questions and business-related questions

　　Controlled SLA to deliver in timely fashion.

　　Web Help Documentation (provided by SMB Project Manager)

　　What We’re Looking For

　　As a SMB Project Manager, your background will look like:

　　Minimum of 2 years of experience in Customer Service Staff positions or Project Coordination

　　Technical background (knowledge of troubleshooting, router knowledge is a plus)

　　Ability to speak and type fluently in English with correct grammar at a B2 - C1 level.

　　Coachable - embraces learning new skills and accepts developmental feedback.

　　Exemplifies the core values (Think Big, Move Fast, Be Real, Keep Growing)

　　Dedicated, with access to a quiet and private workspace.

　　Held role for 12 or more consecutive months (Internal Hire) *.

　　Proven track record of meeting SLAs, KPIs, and OSAT targets (Internal Hire) *.At GoTo, diversity and inclusion are key to creating a thriving and dynamic work environment. Our team of GoGetters is driven to learn, explore, connect, and collaborate, valuing the unique perspectives that everyone brings to the table. We take pride in providing our employees with comprehensive benefits, wellness programs, recognition, and opportunities for learning and development worldwide. Our commitment to creating an inclusive space for everyone, regardless of gender, identity, or background, ensures that all team members can contribute to our success and thrive personally and professionally. Learn more (https://www.goto.com/company/corporate-responsibility) .

　　GoTo’s flexible-work software – including GoTo Connect, GoTo Resolve, Rescue, Central, and more – is built for small and medium-sized business IT departments, but powerful enough for the enterprise. By building its secure, easy-to-use software, GoTo is committed to ensuring the time at work is well-spent so that time outside of work is better spent. With over 3,000 global employees and over $1 billion in annual revenue, the remote-centric company’s physical headquarters is in Boston, Massachusetts, with additional offices and thousands of home offices in North America, South America, Europe, Asia, Australia, and beyond.

　　GoTo, Inc. is committed to providing equal opportunity in employment to all employees and applicants for employment. No employee or applicant shall be discriminated against in the terms and conditions of employment on the basis of race, color, religious creed, gender, sex, pregnancy, religion, marital or domestic partner status, age, national origin, ancestry, physical or mental disability (including AIDS/HIV), medical condition, sexual orientation, gender identity, gender expression, genetic information, military and veteran status, application for or denial of family and medical care leave and/or pregnancy disability leave, or any other basis protected by federal, state or local law or ordinance or regulation. GoTo, Inc. also prohibits discrimination based on the perception that anyone has one of these characteristics or is associated with a person who has or who is perceived as having any of those characteristics.