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Job title: Renewals Deals Finance Manager
Location: Ultra Lag
Experience: 4-5 years of experience
Education Qualification: University degree
Work mode: Hybrid

Roles and Responsibilities:

• Perform Renewals quote reviews and approvals
• Supporting Renewal subscription deal analysis
• Ensure deals are reviewed for accuracy, fitness and alignment with policies and strategic initiatives
• Reconcile and analyze install base changes and drivers for subscription changes.
• Maintain a confident, well informed point-of-view to challenge conventional or entrenched views
• Work closely with cross functional teams Including but not limited to Sales, IT, install base
• Perform ad hoc financial analysis to support key business decisions.

Required Skills & Desired Skills:

• BA degree in Finance, Accounting, Economics or equivalent; MBA a plus.
• 4-5 years of progressively complex roles in a financial function with deals analysis experience/understanding; Subscription and/or Service experience a plus
• Strong communication and relationship building skills, with the ability to interpret and summarize data to aid management in achieving operational goals.
• Excellent analytical, decision-making, project management, and financial modeling abilities.
• Ability to manage multiple priorities simultaneously, work well under pressure and adapt quickly to change.
• Revenue Accounting experience
• Intermediate Excel modeling
• PowerPoint Skills is a plus
• Experience with Salesforce
• NetSuite, Tableau software is a plus
• Advanced English level (B2+/C1)
• Proven work stability
• Advanced Oral English, Excel/Google Sheets, ERP systems (Netsuite), data visualization tools (Tableau, Power Point), CRM systems (Salesforce)    

Job title: Welcome Center Agent
Location: Ultra Lag
Experience: 6+ months in Contact Centers
Education Qualification: High school Diploma
No of openings: 1
Work mode: Onsite

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 inquiry, order placement, and order follow-up. Documents details of customer interaction into 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, reconciles errors in a cost-effective manner, 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:

• Advanced English level
• 6+ months in Contact Centers
• Proven work stability
• High School Diploma

Job title: Welcome Center Agent – Portuguese
Work Location: Ultra Lag
Experience:  6+ months working giving trilingual support is preferred, Contact Centers expertise
Wok mode:  Onsite
Education Qualification:  High school Diploma

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 inquiry, order placement, and order follow-up. Documents details of customer interaction into 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, reconciles errors in a cost-effective manner, 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:

• B2+, Portuguese level, B2 English level
• 6+ months in Contact Centers
• Proven work stability
• High School Diploma
• 6+ months working giving trilingual support is preferred

Job title: Network Engineer
Work Location: Ultra Lag
Experience:  At least 2 years working as a Network Engineer
Education Qualification:  High School Diploma or above
Work mode: Hybrid

Roles and Responsibilities:

• Troubleshoot/Diagnose all Level 2 issues from the customers and drive satisfactory resolution of the issues.
• Troubleshoot Product
• Codes and Configuration issues.
• Ensure On-Time escalation to L3 and Engineering(R&D) teams
• Ensure consistent customer satisfaction.
• Document all communication with customers in the CRM
• Notify/Discuss with L2/TL/Manager on Tickets that require assistance.
• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
• Plan and constantly work on upgrading tech and product expertise.
• Contribute to the knowledge base/ Tech Forum

Required Skills & Desired Skills:

• 2-3 years of experience as a network engineer
• Advanced English level (B2+/C1)
• Proven work stability

Technical skills:

• Bridging and Switching Concepts, LAN Technologies such as TCP/IP Ethernet – CSMA/CD
• STP, RSTP, MSTP, VLAN tagging
• Good Knowledge in Routing concepts, with Good knowledge in Routing Protocols like: RIP, OSPF, IGRP, EIGRP, BGP
• VoIP knowledge SIP, H323 (Good to know)
• Wireshark (Good to know)
• Linux (Good to know)

Job title : Customer Care Specialist
Work Location: 3rd floor, Building #1, Ultra Lag, Lagunilla, Heredia.
Experience: More than 6 months of Call Center experience
Education Qualification: High School Completion

Role and Responsibilities

• Answers inbound phone calls, Chat and emails 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 inquiry, order placement, and order follow-up.
• Documents details of customer interaction into system.
• 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.
• Keeps customers informed on the status of their order, reconciles errors in a cost-effective manner, resolves post-order issues such as returns and follows up to ensure all customer needs are fulfilled.
• Where needed, acts as liaison between customer and manufacturer, as well as between customer and freight carrier.
• Meets or exceeds various performance requirements, including but not limited to
• Customer service skills,
• Accuracy, schedule adherence,
• Speed to resolution
• Partners with escalation group to obtain addition support.

Required Skills & Desired Skills     

• Proficiency English Level >B2+                                          
• 6 months  experience in a role responsible for customer satisfaction- Success operating independently and navigating competing priorities in a constantly changing
• environment
• Strong communication, organizational, and influencing skills

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