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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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Job title: Technical Support Associate
Work Location: Ultra Lag
Experience:  6+ months in technical support roles
Education Qualification:  High school Diploma
Work mode: Hybrid

Responsibilities:

• Handle technical support inquiries from customers via phone or the company’s web-based support website (ticket-based) from initial contact through resolution.
• Escalate issues to the next higher Tier of support when necessary, ensuring timely resolution and customer satisfaction.
• Adhere to SLAs (Service Level Agreements) and strive to provide superior customer experiences.
• Contribute to the online knowledge base by documenting solutions to common issues and updating existing articles as needed.

Required Skills & Desired Skills:

• High School diploma or equivalent.
• Advanced English level (C1).
• 6+ months of experience working in a similar technical support environment.
• Education: Any IT/computing qualification.
• Good knowledge of the Windows operating system, specifically Windows 7 and
• above.
• Ability to perform Windows software installation, configuration, and deployment.
• Experience providing technical support to customers for hardware and software
• issues, with the ability to diagnose problems related to hardware, operating systems
• software, application programs, or network failures.
• Familiarity with ticket-based support tools such as Salesforce, Zendesk,
• ServiceNow, etc.
• Demonstrated ability to work independently within a team environment.
• Strong troubleshooting and problem-solving skills.
• Organized, self-motivated, and have a high level of attention to detail.
• Excellent verbal and written communication skills, as effective communication with
• both internal teams and customers is essential for this role