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Job title: Contract Requirements Analyst
Work Location: Ultralag, Heredia – Hybrid
Experience: 3+ years in channel programs, partner operations, or compliance-related roles
No of openings : 1
Education : Bachelor’s degree or equivalent experience in Business, IT, Operations, or a related field

Summary:

The Requirements Analyst – Partner Services plays a critical role in enabling and supporting partner-delivered services by managing program requirements, compliance tracking, and reporting. This role serves as a bridge between internal stakeholders and external partner organizations, ensuring partners meet service specialization and enablement requirements. The ideal candidate is highly organized, customer-focused, and experienced in program management, compliance tracking, and cross-functional collaboration within a fast-paced, global environment.

Roles and Responsibilities:

• Administer service specialization programs, including requirement tracking, reporting, and partner communications.
• Monitor and report partner compliance at both individual and partner-entity levels, serving as the single source of truth for program status.
• Collaborate with cross-functional internal teams to support day-to-day program operations.
• Assist with onboarding and development of new service partners by clarifying recommended training paths, certifications, and exams.
• Act as the primary point of contact for account teams and partner organizations regarding program requirements, processes, and related inquiries.
• Support process improvement initiatives, including automation and system enhancements, in collaboration with IT, operations, and delivery teams.
• Contribute to program planning, promotion, education, and internal enablement efforts.
• Maintain accurate documentation and reporting to support leadership visibility and decision-making.

Required Skills:

• 3+ years of experience in channel programs, partner operations, or compliance management, preferably within IT infrastructure or services environments.
• Proven experience managing partner enablement programs and compliance reporting.
• Strong project and program management skills with the ability to handle multiple initiatives simultaneously.
• Experience working with enterprise systems and platforms such as Salesforce, ServiceNow, Tableau, or similar tools.
• Excellent organizational skills with strong attention to detail.
• Strong written and verbal communication skills, with the ability to engage effectively with partners, customers, and internal stakeholders.
• Ability to thrive in a fast-paced, global environment with shifting priorities.

Desired Skills:

• Experience supporting professional services, technical services, or partner-delivered service models.
• Background in business process improvement or operational optimization.
• Familiarity with compliance frameworks or partner governance models.
• Strong analytical skills with the ability to translate data into actionable insights.

Job title: Soft Skill Quality Audit (Call Audit Job)
Work Location: Chennai and Hyderabad 
Experience: 6 Months to 5 Years
Education Qualification: Any Graduate

Roles and Responsibilities:

• Audits & Coaching:
• Conduct call and email audits to ensure compliance with company standards.
• Provide expert coaching to engineers based on audit and coaching findings.
• Deliver extended coaching sessions as needed.
• Perform audits using stratified sampling based on project needs to categorize and prioritize coaching needs.
• Calibrations:
• Participate in Joint Call Monitoring (JCM) internally to ensure consistency in performance evaluations.
• Conduct call listening activities with the operations team to gather insights and identify improvement areas.
• Actively participate in internal calibration sessions with the SSDE team.
• Client / Customer Interaction:
• Manage client transactions and ensure high-quality service delivery.
• Handle callbacks to address client concerns and feedback promptly.
• Continuous Improvement:
• Perform root cause analysis (RCA) to identify and resolve underlying issues.
• Monitor Critical to Quality (CTQ) metrics to maintain service standards.
• Contribute to continuous improvement (CI) initiatives to enhance operational efficiency.

Required Skills & Desired Skills:

• 6 months to 5 years of experience in BPO or customer service industry.
• Strong understanding of call auditing, monitoring, and calibration processes.
• Excellent communication skills with the ability to provide constructive feedback effectively.
• Ability to work independently with minimal supervision while maintaining high levels of accuracy.

Job title: Retail Customer Support Representative – Bilingual
Work Location: Terracampus, Tres Rios, Cartago.
Experience: 0 – 3 Months
No of openings : 150
Education Qualification: -High School Diploma-Executive Services Diploma or English Diploma required if no prior experience.

Roles and Responsibilities:

• 20%- Answers inbound phone calls from customers, quickly assesses customer needs and proactively provides solutions with a high degree of accuracy. Provides superior customer service while handling inbound calls for product inquiries, order placement, and order follow-up. Documents details of customer interaction into the system.
• 20%- Drives customer loyalty by providing, excellent service, accurate product and service knowledge to customers and looks for ways to reduce customer effort in ordering, shipping, order inquiry and return/refund experiences
• 20%- Keeps customers informed on the status of their order, cost-effectively reconciles errors, resolves post-order issues such as returns, and follows up to ensure all customer needs are fulfilled
• 10%- Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier
• 20%- Meets or exceeds various performance requirements, including but not limited to: customer service skills, accuracy, schedule adherence, speed to resolution, etc.
• 10%- Partners with escalation group to obtain additional order support, customer follow-up, or handling of complex customer cases

Required Skills & Desired Skills

• Proficiency English Level >B2+
• 0 to 3 months Call Center experience
• Active listening
• Attention to detail
• Empathy
• Critical thinking
• Speed to solution

Job title: Salesforce Marketing Cloud (Pardot) Expert
Location: Bangalore (Hybrid)
Experience: 2-5 years

Position Overview

• We are seeking a skilled Salesforce Marketing Cloud (Pardot) Expert Professional with strong marketing expertise to lead the end-to-end deployment, configuration, and optimization of Pardot within our organization.
• This role blends technical proficiency with strategic marketing insight to ensure successful marketing automation, streamlined lead management, and alignment with sales and marketing goals.

Key Responsibilities

Pardot Implementation & Configuration

• Lead full-cycle implementation of Salesforce Marketing Cloud Account Engagement (Pardot), including discovery, solution design, configuration, testing, deployment, and training.
• Set up and configure Pardot Business Units, connectors, user roles, scoring & grading rules, page actions, and automation rules.
• Build and optimize Engagement Studio programs, email templates, landing pages, forms, and campaigns.
• Integrate Pardot with Sales Cloud, ensuring proper field mappings, data sync behavior, and lead assignment rules.

Marketing Automation Strategy

• Partner with marketing teams to translate business objectives into scalable automation workflows.
• Develop lead nurturing and lead scoring models to enhance customer journeys and improve lead quality.
• Provide guidance on marketing segmentation, personalization, and journey-based engagement strategies.
• Advise on best practices for email marketing, compliance (CAN-SPAM/GDPR), and data hygiene.

Analytics & Optimization

• Build dashboards and reports in Salesforce/Pardot to track campaign performance, lead funnel metrics, and ROI.
• Monitor and optimize engagement programs, email deliverability, and conversion paths.
• Conduct A/B testing and provide data-driven insights to improve marketing effectiveness.

Cross-Functional Collaboration

• Work closely with sales, marketing, and operations teams to ensure alignment on processes and data flows.
• Provide documentation, training, and ongoing support to internal stakeholders.
• Collaborate with technical teams (Salesforce admins, developers, IT) to troubleshoot issues and support platform enhancements.

Requirements

Technical Skills

• 2–5+ years of hands-on experience implementing and managing Salesforce Marketing Cloud Account Engagement (Pardot).
• Strong understanding of Salesforce Sales Cloud, campaign management, lead lifecycle, and CRM data structures.
• Proficiency in Pardot assets: landing pages, forms, automation rules, completion actions, Engagement Studio, and connectors.
• Comfortable with HTML/CSS for email and landing page adjustments (nice to have).

Salesforce certifications preferred:

• MCAE/Pardot Specialist
• MCAE/Pardot Consultant
• Salesforce Administrator (bonus)

Marketing Knowledge

• Solid understanding of digital marketing, email marketing best practices, and customer journey planning.
• Experience with segmentation, personalization strategies, and marketing metrics.
• Ability to translate marketing goals into automated customer engagement programs.

Soft Skills

• Strong analytical and problem-solving capabilities.
• Excellent communication and stakeholder management skills.
• Ability to manage multiple projects and deadlines in a dynamic environment.
• Detail-oriented, process-driven, and proactive.

Preferred Qualifications

• Experience with B2B marketing environments or account-based marketing (ABM).
• Knowledge of data governance, lead routing strategies, or revenue operations.
• Familiarity with marketing tools such as Google Analytics, advertising platforms, or CMS systems.

Job title: Inbound Sales and Service Associate
Location: UltraLag, Lagunilla, Heredia
Experience: +1 year of experience in a call center environment.
Education Qualification: High School Diploma
No of openings: 100

Roles and Responsibilities:

• If you are looking for a satisfying career in a friendly, fast-paced, and continuously changing environment, then look no further.
• We are looking for energetic customer sales representatives who show drive, ambition, and demonstrate high levels of sales performance with integrity. Your voice will be the brand that builds a strong relationship between our clients and their customers – It all starts with you!
• Our purpose is to make the world a better place, with a mission to keep our customer’s world running seamlessly. You will be responsible for delivering an excellent experience to our customers first time, every time using all skills & knowledge in order resolve their inquiries most effectively. You will be engaging with all customers by creating sales opportunities to draw their attention to our extended warranty plans which could improve their customer experience with our clients.
• You will deal with a variety of different customer call types as required to suit the business & customer needs. You will have ownership of your customer’s experience as well as providing the appropriate feedback to improve the journey in a positive & ethical way that is in line with our business practices.

You will provide inbound telephone support to our clients concerning extended warranty plans and services.

Essential Duties and Responsibilities:

• Inbound Sales Associate are responsible for assisting existing and new customers with registering their new appliances establishing rapport with the customer to position the sales pitch.
• Superior product knowledge and a passion for customer satisfaction, you will provide solutions to customer needs in a fast-paced and energetic environment.
• Emphasis is on sales for extended warranty plans and product registration.
• Through rapport building and information gathering from the conversation with the customer, identify opportunities to present the need to purchase an extended service plan.
• Upsell customers to additional service plans on older appliances the customer has in their homes. 
• Fully understands and consistently demonstrates proficiency at explaining products and services to existing and prospective customers.
• Listen to customer concerns with the goal of identifying buying signals and effective use of rebuttals to overcome objections.
• Solve customer challenges and regain customer confidence by using empathy and building rapport with customers.
• Accurately document information within multiple database systems.
• Adhere to KPI(s), as defined by the leadership team, to ensure departmental expectations and quality assurance is within standards.
• Supporting the team and wider functions to succeed by sharing knowledge and proactively looking for ways to improve the customer journey, and personal competency, providing feedback in a solution-focused manner.

Required Skills & Desired Skills

• Proficient speaking English to US based customers.
• High School Diploma or GED required.
• +1 year of experience in a call center environment.
• Customer Service preferred and Sales experience required
• Genuine desire to provide exceptional customer service.
• Ability to understand first call resolution.
• Excellent communication skills (professional demeanor) with an ability to be positive, energetic, and relay information precisely, professionally, and friendly while overcoming objections.
• Respond to customer inquiries by asking probing questions, listening attentively, while possessing exceptional oral and written skills.
• Self-motivated, able to work independently, and a desire to learn and succeed.
• Attention to detail with an ability to follow through while managing multiple tasks and adapt to change within a fast-paced business environment.
• Demonstrates teamwork, displays a positive attitude, and has a strong work ethic.
• Highly reliable with the ability to maintain regular attendance and punctuality.
• Demonstrates ability to speak off script, accurately, asking questions to identify busy signs
• Demonstrates ability to build rapport, off script, with customer to identify needs for our product