Join Our Team

Job title: Retail Customer Support Representative – Bilingual
Work Location: UltraLag, Lagunilla, Heredia.
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: Technical Support Associate
Work Location: TerraCampus, Cartago
Experience:  6+ months in technical support, service desk or giving software troubleshooting
Education Qualification:  High school Diploma
Work mode: Hybrid

Roles and Responsibilities:

• Provide technical assistance to customers via support tickets, chats, and scheduled Zoom calls.
• Investigate and resolve customer issues by utilizing available tools, impersonation features, and thorough troubleshooting.
• Ensure timely responses and resolutions in line with defined SLA targets and ticket priority levels.
• Take full ownership of assigned tickets from start to resolution.
• Maintain accurate, professional, and well-written communication throughout the ticket lifecycle

Required Skills & Desired Skills:

• Advanced English level
• 6+ months in technical support, service desk or giving software troubleshooting
• Chats and ticketing expertise
• Proven work stability
• High School Diploma

Job title: Customer Success Manager
Location: Heredia, Costa Rica
Experience: Minimum 1-year relevant work experience in Sales, Pre-Sales, Account Management, Customer Success, Customer Support, Consulting, or similar roles
Education Qualification: Bachelor’s degree or equivalent combination of education and experience
Work mode: Remote

Summary

• This role supports efficient solution adoption and accelerates customer business value by acting as a trusted advisor.
• You will work closely with partners and mid-to-large enterprise customers to ensure customer satisfaction, value realization, retention, and expansion of the customer solution.

Roles and Responsibilities

• Validate, verify, and research activation and renewal opportunities (orders) using internal tools and systems.
• Review and maintain assigned order backlog in good standing.
• Reach out to end customers within 30 days of activation opportunity creation via phone, email, and/or web meetings.
• Conduct outreach 120/90/60/30 days prior to renewal opportunity expiration.
• Host on-demand web meetings to walk customers through activation and renewal procedures.
• Administer and update Customer Success tools as required.

Required Skills

• Minimum 1 year of relevant experience in Sales, Pre-Sales, Account Management, Customer Success, Customer Support, Consulting, or related roles.
• Bachelor’s degree or equivalent education and experience.
• Fluent in English, both written and verbal.
• Proven ability to manage customer escalations, balance expectations, and negotiate resolutions.
• Strong focus on driving and tracking consistent customer engagement.

Desired Skills

• Experience with SaaS solutions or enterprise software companies is highly desirable.
• Experience with Customer Success Management (CSM) platforms such as Gainsight, Totango, Strike deck, or similar.

Job title: Technical Services Engineer
Location: Heredia, Costa Rica
Experience: 2+ years
Education Qualification: Associate’s/bachelor’s degree in computer science or related technical field
Work mode: Hybrid

Summary:

• Provide 24×7 support, working on problems of diverse scopes involving hardware, software, and environmental issues related to the Flash Array product.
• Use deep technical expertise to troubleshoot and resolve customer issues.
• Build strong networks across departments and act as a key technical contact.
• Demonstrate ownership, analytical thinking, and a customer-first mindset.
• Operate in a fast-paced and team-oriented environment.

Roles and Responsibilities:

• Advanced ServiceNow case management.
• Proactively seek to understand customer expectations.
• Answer and resolve support cases across all severity levels.
• Professionally engage with customers via phone, email, chat, and video.
• Own, track, and maintain clear, concise, and positive communication for all cases in a timely and efficient manner, including follow-ups with customers, team members, and engineers.
• Balance workloads across teams as needed.
• Provide input and assist with the creation of documentation, FAQs, and KB articles.
• Troubleshoot, research, and resolve issues using internal tools, knowledge bases, and collaboration.
• Manage multiple projects/support cases simultaneously.
• Champion customer issues internally and represent the company externally.
• Lead large, multi-participant customer calls, including hot escalations.
• Operate independently on day-to-day tasks with general instruction on new assignments.

Required Skills:

• Good organizational and time management skills.
• Exceptional interpersonal and communication skills (verbal and written, including technical terminology).
• Proven ability to resolve customer problems and escalations using appropriate resources.
• Technical troubleshooting experience in complex multi-platform and multi-vendor environments.
• Experience supporting both hardware and software products.
• Ability to triage and escalate issues to engineering groups when necessary.
• Advanced to expert knowledge of technologies such as operating systems (Solaris, LINUX, Windows, VMware), LANs & WANs, and storage area networks.
• Advanced ability to troubleshoot Networking, Latency, Replication, Performance, and Space issues.
• Experience with dispatching hardware.
• Linux / Command Line proficiency.
• Advanced English (B2+-C1)

Desired Skills:

• Subject matter expertise in one or more of the following: NFS, S3, Native SMB, LDAP, IPv6. (Nice to have)
• Experience with Backup & Recovery solutions such as Veeam, Avamar, Data Domain. (Nice to have)

Job title: Customer Support Specialist
Location: Barranquilla, Colombia
Experience: 1-2 years
Education Qualification: Bachelor’s Degree

Roles and Responsibilities:

• Leverage product knowledge and customer service skills to answer casework from Customers.
• Deliver a top-tier customer support experience through creative problem-solving, tickets and consistent probing, to craft accurate & timely outcomes for Customers.
• Conduct procedures to escalate and coordinate the customer response in accordance with values.
• Expand your knowledge of client hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the roll.

Required Skills & Desired Skills:

• English Language with B2/B2+
• 1 year of experience in a customer support role and ticketing systems.
• 1 year of experience in customer service, (Business-To-Business strongly preferred).