Join Our Team

Job title: Tier- 1 Customer Care Specialist
Work Location: UltraLag, Lagunilla, Heredia.
Experience: More than 1 year of Call Center experience
Education Qualification: High School Diploma
No. of openings: 25

Summary:

• As a Customer Care Specialist – Tier 1, you will provide a world-class experience to our Customers through answering incoming customer questions from multiple channels including phone, chat, and email.
• You are driven with purpose to resolve solutions and act as an expert to help customers thrive. You are hungry to learn, deliver a hospitality mindset, and are excited to showcase our rapidly expanding hardware and software suite.
• To thrive as a Tier 1 – Customer Care Specialist, you are resilient, motivated to deliver high quality customer interactions, and excel in ambiguous environments.

Roles and Responsibilities:

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

Required Skills & Desired Skills     

• Proficiency English Level >B2+                                          
• 1+ years of experience in a role responsible for customer satisfaction and championing the customer experience
• Basic Technical support experience and knowledge.
• Success operating independently and navigating competing priorities in a constantly changing environment
• Proven track record of success navigating and troubleshooting technical tools, for instance a Apple laptop and Android based software
• Strong communication, organizational, and influencing skills

Job title: Outbound Sales Representative
Work Location: McKinley, Taguig
Experience: Minimum 3 months of BPO experience
Education Qualification:  High School Graduate (Old or New Curriculum)
No of positions: 70

Roles and Responsibilities:

• Converting free-trial users into paid subscribers.
• Cold-calling new car owners with a 1-month trial to pitch and close without a rebuttal script

Required Skills & Desired Skills:

• Minimum 3 months BPO experience
• Required to have sales or upselling experience                                                    
• High School Graduate (Old or New Curriculum).
• B2 English proficiency (Hallo Speaking Test) + 25 WPM Typing Speed.
• Extroverted, lively, highly driven, and money-motivated
• Willing to work in rotational shifts

Job title: Outbound Sales & Lead Generation (WFH)
Work Location: Remote
Experience: Yes, customer service and sales preferrable
Education Qualification: High School Diploma or GED

Role Overview:

• In this role, you’ll connect with existing military customers and their families on behalf of one of the nation’s largest insurance providers.
• Your primary responsibility will be to generate qualified leads and smoothly transfer calls to licensed Insurance Agents, ensuring a seamless experience for the customer.

Roles and Responsibilities:

• Make outbound calls to existing military customers and their families on behalf of one of the nation’s largest insurance providers
• Engage customers in professional, courteous conversations to build trust and interest
• Identify and qualify potential leads based on customer needs and eligibility.
• Seamlessly transfer qualified calls to licensed Insurance Agents for further assistance
• Maintain accurate records of calls, leads, and outcomes in the CRM system
• Meet or exceed daily and weekly performance targets for call volume and lead generation
• Provide feedback to the team on customer trends and opportunities for improvement

Required Skills & Desired Skills

• Private and secure workspace at home free from background noise or distractions
• GED or High School Diploma
• Preferable 6 months experience in customer service, call center, or sales preferred
• Strong communication skills with the ability to engage diverse customers clearly and professionally
• Ability to listen actively, handle objections, and build rapport quickly
• Comfortable working with call scripts while adapting to customer needs
• Basic computer skills and familiarity with CRM or call management systems
• Goal‑oriented, self‑motivated, and able to work independently in a remote environment
• Respectful and empathetic approach when working with military families
• Prior work-from-home call center experience is a plus!
• Must complete a self-administered tech validation tool through Thinscale
• Must strictly adhere to assigned work schedules and have no scheduling conflicts within the first 30 days
• Must be able to pass the background check and Drug Screen

Technical Requirements:

• Must provide your own Computer or Laptop
• Internet Connection – Direct wired connection: Minimum of 25mbps download and 10mpbs upload of DSL, Fiber Optic, or Cable (no dial-up, satellite, no mobile broadband connections, no wifi-extenders and no Ethernet Wall Jack/Port). T-Mobile is not an accepted ISP
• Windows 11 Desktop or laptop current on all security updates (Macbooks or Chromebooks are not allowed)
• High-quality noise-canceling wired USB headset
• Dual Screen Set-up – a separate 19” monitor with 1280×1024 minimum resolution (this does not include monitors associated with an All-In-One (AIO) unit)
• Webcam
• Hard Drive Storage: Free space – 7 GB usable
• Processor: Dual‑Core @ 3.0 GHz or better, or Quad‑Core @ 2.0 GHz or better, with a minimum of 4 cores and 4 threads.
• RAM Required – 8 GB
• Anti-Virus – Full versions of Windows Defender or Essentials

What We Offer

• $10 per hour pay + performance‑based incentives
• Work from Home
• 100% paid virtual training
• 401(k) retirement plan
• Medical, dental, and vision insurance available after 90 days (for full‑time employees)
• $22 monthly internet stipend (for eligible employees)
• Ongoing training and support to help you succeed
• Clear opportunities for career growth within a fast‑growing agency
• A collaborative, supportive team environment that values your contributions

Training – 3 days

• Tuesday to Thursday: 10am EST – 7pm EST
• Daily Schedule after training
• Monday to Thursday: 10am EST – 7pm EST
• Friday: 10am EST – 5pm EST

Job title: Team Lead Technical Support
Location: Ambit IT Park, Ambattur, Chennai, India
Experience: 3 to 7 Years (1 – 2 Years as Lead)
No of openings: 5

Roles & Responsibilities

• Drive and manage overall team performance to consistently meet or exceed KPIs including CSAT, FCR, AHT, Quality, and Productivity
• Provide real-time coaching, guidance, and support to technical support agents and SMEs
• Handle complex customer escalations related to hardware, software, networking, and system configuration issues
• Act as the primary point of contact for process or product-related inquiries that require advanced troubleshooting
• Monitor daily performance metrics and implement action plans to address performance gaps
• Conduct regular call monitoring and deliver structured feedback and coaching sessions
• Ensure agents follow troubleshooting standards, SOPs, and quality guidelines
• Collaborate with training teams to identify knowledge gaps and improve training content
• Create and maintain process documentation, troubleshooting guides, and knowledge base articles
• Strong hands-on experience troubleshooting home and prosumer networking environments, including TCP/IP, DHCP, DNS, NAT, and IPv6.
• Solid understanding of Wi-Fi technologies (802.11 standards, roaming, band steering, and interference) and mesh networking systems.
• Experience with ISP integration, including bridge mode, modem/router interoperability, and double NAT scenarios.
• Knowledge of advanced networking features such as VPN (client and pass-through), guest networks, parental controls, and access management.
• Experience supporting mobile app connectivity, cloud-based device management, and account-related issues.
• Proficiency troubleshooting connectivity across Windows, macOS, iOS, and Android devices.
• Experience with smart home and IoT devices, including onboarding and ecosystem integration (e.g., Alexa, Google Home, Apple HomeKit, Matter/Thread).
• Familiarity with gaming and streaming requirements, including NAT types, QoS, UPnP, and high bandwidth use cases.
• Working knowledge of cellular networking concepts, including LTE/5G connectivity, SIM/eSIM activation, and mobile network troubleshooting.
• Strong problem-solving skills with the ability to diagnose complex issues, document findings, and collaborate with engineering teams.

Required Skills & Qualifications

• Strong leadership and people management experience in a technical support environment
• Excellent written and verbal communication skills
• Advanced troubleshooting knowledge of:
• IP and analog security cameras
• Networking fundamentals (Wi-Fi, routers, modems, ports, IP addressing)
• Mobile apps, cloud services, and firmware updates
• PC/Mac and mobile device configurations
• Ability to analyze performance data and translate it into actionable plans
• Strong problem-solving and decision-making abilities
• Experience managing escalated customer interactions
• Proficient in CRM systems, ticketing tools, and Microsoft Office
• Ability to multitask across multiple tools and applications
• Minimum 1–2 years of experience in technical support leadership
• Call center experience in a consumer electronics or IoT environment is a strong asset

Core Competencies

• Customer First Mindset
• Ownership & Accountability
• Analytical Thinking
• Coaching & Development
• Communication Excellence
• Collaboration & Alignment
• Innovation & Continuous Improvement
• Sense of Urgency
• Emotional Intelligence
• Results Orientation

Job Title: Technical Support Engineer – International Voice
Location: Ambit IT Park, Ambattur, Chennai, India
Shift: US based rotational
No of Openings: 98
Experience: 6 months to 2 years

Role Summary

• The Engineer – Technical Support is responsible for handling customer interactions through voice support and CRM-based case management.
• The role involves troubleshooting customer issues, providing application support, documenting incidents, managing support tickets, and ensuring timely resolution or escalation in accordance with established SLAs.
• The ideal candidate should possess strong technical support experience, excellent communication skills, and the ability to multitask in a fast-paced customer service environment while maintaining a high level of professionalism and customer satisfaction.

Key Responsibilities

Customer Support & Case Management

• Handle incoming customer calls and process/complete tasks identified in cases received through CRM portals and assigned queues.
• Review, triage, prioritize, and assign incoming cases based on priority and business impact.
• Acknowledge customer requests and communicate expected resolution timelines.
• Create, update, and maintain support cases accurately within the CRM system.
• Escalate issues to appropriate technical teams whenever required.

Incident Management & Troubleshooting

• Provide Level 1 application support and conduct initial issue discovery.
• Perform preliminary troubleshooting and gather relevant information for resolution.
• Document troubleshooting activities and incident notes accurately.
• Conduct database searches and research activities to assist with issue resolution.
• Track and manage incidents through closure while ensuring customer expectations are met.

Service Delivery & Performance

• Adhere to established Service Level Agreements (SLAs), quality standards, and productivity targets.
• Deliver world-class customer service aligned with organizational values and support standards.
• Effectively manage high workloads while maintaining service quality.
• Participate in discussions related to trouble-ticket activities and ongoing incidents with team management.

Product Knowledge & Continuous Learning

• Develop and maintain a strong understanding of supported products, applications, and processes.
• Stay updated on new product features, support procedures, and knowledge-base content.
• Contribute to continuous process improvements and knowledge-sharing initiatives.

Desired Skills & Competencies

Communication Skills

• Excellent telephone communication skills with the ability to remain empathetic and courteous during customer interactions.
• Strong verbal and written communication abilities.
• Ability to clearly explain technical concepts to non-technical users.
• Customer Focus
• Strong customer service orientation with a commitment to resolving issues efficiently.
• Ability to handle difficult and time-sensitive customer situations professionally.

Technical & Analytical Skills

• Basic troubleshooting and diagnostic skills.
• Ability to perform database and system searches.
• Familiarity with CRM and ticketing systems.
• Time Management
• Excellent organizational and time management skills.
• Ability to work cases efficiently while adhering to schedules and productivity expectations.

Multitasking

• Ability to work across multiple applications, systems, and technical platforms simultaneously while maintaining customer focus.

Education & Experience

Required Qualifications

• Graduate in any discipline.
• Minimum 6 months to  2 year of experience in a Technical Support Voice Process.
• Experience working with CRM, Help Desk, or ticketing systems preferred.
• Exposure to customer support environments and incident management processes.

Preferred Qualifications

• Experience in application support or IT Help Desk environments.
• Familiarity with customer service is the best practices and SLA-driven support operations.