Join Our Team

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

Job title: IT Service Desk Engineer – Tier 2
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 2–3 years of hands-on experience in Helpdesk or IT Support roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+

 Summary:

• The IT Service Desk Engineer – Tier 2 serves as the technical escalation point for the Tier 1 support team, resolving complex technical issues and ensuring high-quality service delivery.
• This role focuses on troubleshooting advanced incidents, maintaining process and documentation standards, and supporting operational excellence across IT service operations.
• While not a people management position, it carries significant responsibility for technical ownership, mentoring, and process maturity.

Roles and Responsibilities:

• Resolve escalated technical issues from Tier 1, including account and access management, endpoint troubleshooting, and system configuration.
• Troubleshoot and resolve issues related to Google Workspace administration (shared drives, calendar delegations, etc.), VPN, and network configurations.
• Provide advanced support for third-party tools, endpoint compliance, and device imaging.
• Maintain and update Standard Operating Procedures (SOPs), technical documentation, and knowledge base articles.
• Collaborate closely with cross-functional teams to identify recurring issues and propose permanent fixes.
• Participate in onboarding and training sessions for Tier 1 team members to enhance overall support capability.
• Ensure consistent adherence to IT service management (ITSM) processes and escalation protocols.

Required Skills:

• 2–4 years of hands-on experience in IT helpdesk or service desk roles.
• Strong technical expertise in:
• Google Workspace administration
• Endpoint troubleshooting (Windows, macOS, and Chromebook)
• VPN and network configuration
• Access control and IAM
• Familiarity with ITSM tools and ticket escalation workflows.
• Excellent written and verbal communication skills with the ability to explain complex technical issues clearly.
• Strong attention to detail, reliability, and collaborative mindset.
• Demonstrated ability to manage multiple priorities in a fast-paced, high-performance environment.
• Advanced English level (B2+/C1)

Desired Skills:

• Experience supporting hybrid or multi-site environments.
• Familiarity with scripting or automation (e.g., PowerShell, Bash, or Python).
• Understanding of cybersecurity fundamentals and endpoint compliance management.
• Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

Job title: Quality Assurance Analyst – Support Operations
Work Location: Ultralag, Heredia 
Experience: 1–3 years in Quality Assurance, Support Operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Quality Analyst supports operational excellence by reviewing cases, identifying quality gaps, coaching support agents, and driving continuous improvement initiatives.
• This role plays a key part in ensuring high-quality interactions, maintaining service standards, and enabling teams to meet KPIs and SLAs.
• The ideal candidate brings strong analytical skills, effective communication, and experience providing actionable feedback to improve performance across support teams.

Roles and Responsibilities:

• Review cases based on required sampling guidelines (e.g., 1 in every 5 cases) to ensure compliance with KPIs and SLAs.
• Provide additional case audits as needed to analyze customer dissatisfaction drivers and performance gaps.
• Deliver 1:1 and group coaching sessions for agents on quality standards, communication, and best practices.
• Facilitate team-wide coaching to address widespread QA trends or recurring issues.
• Follow up on feedback submitted through internal flagging or escalation systems.
• Prepare and present quality reports for weekly, monthly, and quarterly business reviews (WBR/MBR/QBR).
• Identify quality issues and lead projects or initiatives to address root causes, tracking impact and improvements.
• Escalate high-impact or recurring problems to designated Quality Points of Contact (POCs) when necessary.
• Participate in regular meetings with internal QA stakeholders to align on quality metrics, trends, and initiatives.
• Lead weekly QA debrief meetings during assigned rotation.

Required Skills:

• 1–3 years of experience in Quality Assurance, customer support, or operations.
• Strong analytical skills with the ability to identify patterns, gaps, and improvement opportunities.
• Excellent written and verbal communication skills for coaching and delivering clear feedback.
• Ability to manage multiple priorities and work in a fast-paced support environment.
• Experience preparing quality reports, dashboards, or business review presentations.
• Strong attention to detail and accuracy in case evaluation and documentation.

Desired Skills:

• Experience in service desk, customer experience, or contact center environments.
• Familiarity with QA methodologies, calibration practices, and coaching frameworks.
• Knowledge of ticketing systems, QA tools, or customer experience platforms.
• Ability to collaborate effectively across cross-functional teams.

Job title: Trainer Specialist
Work Location: Ultralag, Heredia 
Experience: 1–3 years in training, L&D, support operations, or similar roles
Education Qualification: Bachelor’s degree or equivalent experience in Training, Education, Communications, or related field
No of Openings: 1

Summary:

• The Training Specialist plays a key role in enabling support teams through onboarding, ongoing training, skills development, and knowledge management.
• This role is responsible for creating training materials, delivering new-hire and refresher sessions, maintaining the Knowledge Base, and collaborating with Quality, Team Leads, and operational stakeholders to address performance gaps.
• The ideal candidate is organized, proactive, and experienced in coaching and developing support agents in a fast-paced environment.

Roles and Responsibilities:

• Develop, design, and maintain training content for onboarding and ongoing learning programs.
• Deliver new-hire training sessions and ensure successful ramp-up of new agents.
• Create user accounts or system access for new agents as required.
• Build targeted training modules based on team gaps, performance trends, or new product updates.
• Deliver refresher trainings regularly to ensure consistent understanding of processes and product knowledge.
• Create, update, and maintain the Knowledge Base (KB) to ensure content accuracy and accessibility.
• Provide 1:1 coaching to agents to address individual learning needs or performance gaps.
• Conduct ongoing product training sessions and knowledge refreshers for the entire team.
• Participate in training syncs with internal stakeholders and subject-matter experts.
• Generate and deliver reports related to training activities, coaching sessions, new updates, and floor observations.
• Enroll agents in required training programs, workshops, or certification paths.
• Partner with QA, Team Leads, and Points of Contact (POCs) to develop training solutions that support coaching needs and quality improvements.

Required Skills:

• 1–3 years of experience in training, instructional delivery, customer support, or operations.
• Strong verbal and written communication skills with the ability to present clearly to diverse audiences.
• Experience creating training materials, documentation, or KB content.
• Ability to coach, mentor, and support agents at varying skill levels.
• Excellent organizational skills with the ability to manage multiple training initiatives simultaneously.
• Strong understanding of support workflows, case handling, and customer experience best practices.

Desired Skills:

• Experience in Learning & Development (L&D) or in a training-focused role within a BPO or technical support environment.
• Knowledge of adult learning principles, instructional design, or coaching methodologies.
• Familiarity with LMS platforms, ticketing systems, or support tools.
• Ability to analyze performance data to identify training needs and evaluate training impact.

Job title: IT Service Desk Engineer Lead
Work Location: Ultralag, Heredia 
Type: Full-Time (On-site)
Experience: 3–5 years of experience in IT support, including at least 1 year in a leadership or team lead role
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 2

Summary:

• The Helpdesk Lead oversees the day-to-day operations of the IT Service Desk, managing Tier 1 and Tier 2 support teams to ensure timely resolution of technical issues and a high standard of customer service.
• This role is responsible for workload distribution, SLA management, and operational excellence while fostering a culture of collaboration and continuous improvement.
• The ideal candidate combines strong technical expertise, leadership ability, and a passion for mentoring team members and enhancing service delivery processes.

Roles and Responsibilities:

• Lead and manage a team of support associates providing Tier 1 and Tier 2 IT support across multiple sites.
• Monitor ticket queues, assign workloads, and ensure adherence to SLAs and quality standards.
• Serve as the final escalation point for complex technical issues and user complaints.
• Oversee onboarding and offboarding processes, including device setup, access management, and application provisioning.
• Review trends and analyze recurring issues to identify root causes and coordinate long-term resolutions with backend IT teams.
• Provide mentorship, coaching, and performance feedback to support team members to drive growth and engagement.
• Maintain and update internal SOPs, technical documentation, and knowledge base articles.
• Partner with cross-functional IT teams to implement process improvements, new tools, and automation opportunities.
• Track and report helpdesk metrics, identifying areas for optimization and efficiency gains.

Required Skills:

• 3–5 years of experience in IT support, including at least 1 year of leadership or team lead experience.
• Strong technical background in troubleshooting, particularly within Google *Workspace and endpoint management environments.
• Excellent communication, interpersonal, and leadership skills.
• Experience managing ticket queues, prioritizing workloads, and ensuring SLA compliance.
• Proficiency with ITSM and ticketing tools, documentation management, and performance reporting.
• Strong stakeholder coordination skills with the ability to collaborate across departments.
• Highly organized, proactive, and results-oriented with a focus on service excellence.

Desired Skills:

• Familiarity with the ITIL framework; certification is a plus.
• Experience leading IT support teams in fast-paced or multi-site environments.
• Proven ability to train, mentor, and build high-performing technical teams.
• Knowledge of automation or workflow optimization in IT support operations.