Careers at Movate – Colombia

Job title: Customer Support Specialist – Italian and English
Work Location: Wroclaw, Poland – Work from Office
Experience: Previous customer support experience 

Roles and Responsibilities:

• Liaise with internal and external parties to maintain relational and non-relational database systems,
• Create cases in Salesforce and route the case to appropriate departments within their agreed service level,
• Communicate clearly and precisely with customers in written and verbal form.
• Maintain accurate and timely records in our case tracking system,
• Ensure consistent customer satisfaction, document all communication with customers in the CRM (Salesforce),
• Analyse/document problems, recommend solutions and highlight issues to the leadership team.

Required skills:

• Full working proficiency in English and Italian language,
• Experience providing direct support to external customers by phone/email/chat,
• Problem-solving skills and ability to navigate challenging situations professionally,
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally,
• Experience in Enterprise support,
• Openness to work on shifts and weekends.

What do you get?

• Full-time employment and competitive salary
• International environment

Additional Benefits:

• Sharing the costs of sports activities
• Private medical care
• Life insurance
• No dress code.
• Extra leave

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Position Title: Customer Service Representative

Location: Romania

Working Hours: 8AM to 5PM EEST Monday thru Friday (5×9); may be required to work other shifts to meet customer needs

Experience 

• Minimum 6 months -1 year of demonstrated customer service-oriented experience

Functional Skills 

• High level Integrity, understand & abide by our business practices
• Willingness to learn (LOB specific product/service, policies & processes), execute and improve
• Ability to effectively navigate through desktop tools, applications and websites
• Basic Knowledge on MS Office
• Excellent Problem solving skills with proficiency in identifying issues by performing Root cause analysis
• Proficiency in keyboarding (30+wpm), Windows-based applications, internet and web browsing
• Ability to utilize various documentary and personnel resources to craft case-specific action plans
• Ability to work with a sense of urgency
• Ability to spot and report areas for continuous process improvement
• This role is temporarily remote due to COVID-19.
• You must be able to work assigned shifts during the center’s hours of operation: 8AM to 5PM EEST Monday thru Friday (5×9)
• Bachelor’s degree in Computer Engineering, Management Information Systems or equivalent degree/experience preferred.

Soft Skills:

• Must possess excellent oral and written communication skills in German/French/Italian + English
• Ability to express precisely and with clarity
• Excellent listening & Probing Skills
• Exhibit strong interpersonal techniques – is positive, pleasant, respectful and customer focused
• Ability to express empathy and exhibit a desire to help others
• Provide case handling that is unique and based on each individual customer’s specific needs and schedule
• Ability to de-escalate difficult customer issues to full resolution
• Focus on creating a satisfying experience for the customer by using professional customer service techniques, personalizing and focusing on adding value
• Ability to cope with stress and to remain calm in all customer service situations – remain patient, polite and provide excellent customer service
• Preferred to have trouble-shooting experience with VoiP/Cloud PBX systems / cloud telephony technology
• Ability to handle high volume of tikets, phone calls, and chats.
• Being a true team player is a must.

Designation: L1 – Security Support Engineer
Location: Romania
Experience: Minimum 1 Year Experience in endpoint security support  for English

Primary Responsibilities and Duties:

• Troubleshoot all Level 1 support from the EMEA region & First response for US customers.
• Provide exceptional customer service while responding to phone, e-mail, and online requests for technical support.
• Represent the customer to ensure serviceability and product quality issues are being tracked, prioritized, resolved, and incorporated into the product release cycle.
• Assist customers in the triaging and troubleshooting of clients products
• Track and monitor all support cases to ensure timely resolution and follow-up.
• Engage with Tier 2 support and escalate the cases in a timely manner
• Clearly identify documents, and find solutions for customer issues and product problems using the client’s KB engine.
• Escalate critical customer situations to the appropriate level of management.
• Communicate technical issues to support teams and to clients always

Skill Set Requirement:

• 1 + Years in enterprise endpoint security or technical assistance center support
• Basic understanding of security concepts
• Strong understanding of Windows
• A basic understanding of Windows servers & Active directory concepts is an added advantage.
• Basic knowledge in Virtualization and Cloud Concepts is an added advantage.
• Excellent Written & Verbal communication skills
• Ability to work a day shift with flexibility for on-call rotation a few times a month after hours

Job title: Customer Support Representative & Service contract team
Work Location: Ebene, Mauritius
Experience: Minimum 6 Months
Education Qualification: Min School Certificate

Roles and Responsibilities:

• Providing support for Business Clients via phone, email, chat;
• Clarifying case properly in order to dispatch it to the appropriate group;
• Understanding customer concerns and address them effectively;
• Processing the request and providing a solution to the client if necessary (e.g. password reset, license generation, access issues)
• Ensuring customer satisfaction for services rendered.

Required skills:

• Good communication skills in English ,  French, Spanish  ,& German.
• Good level of English;
• Strong Customer service focus;
• Excellent communication skills;
• Passion to learn new concepts, technologies and processes.
• Experience in preparing quotation in excel( Basic excel knowledge)

Service Contract Team:

• Review customer’s Orders for accuracy and completeness.  Prepare quotation.
• Update  Client’s  CRM system with Order information and process orders in a timely manner.
• Work closely with business stakeholders
• Work with sales representatives to review and clarify any issues or questions with the order.

Send email regarding issues and questions to sales representatives.

• Answer customer request related to support services contracts within SLA. Wide variety of situations/Cases to handle.
• Coordinate with internal Alcatel-Lucent teams
• Service Contract team ii) Services offer
• Service business developers
• Commercial (Channel Sales Manager / KAM)
• Welcome Center/ Level 2 contract support team.
• Product Database
• Customer Database
• Credit Process Management
• Supply Chain

(Financial Disputes / Front Office/Order processing)

• Coordinate/monitor with contractor in charge of SPS contract renewal chasing.
• Negotiation and communication with Business Partners.
• Testing of new tools developed to improve the operations – raising IT tickets in case of detected bugs, and ensure follow up.
• Establish quotes for non-standard offers

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Job title : Customer Support Engineer
Work Location: Remote (Applicable only for Poland candidates)
Experience: 2 – 4 years
Qualification: Bachelor’s Degree or equivalent work experience.

Roles and Responsibilities:

• Manage all communication with customers and partners required to resolve support tickets.
• Resolve support tickets within the limits of contractual Service Level Agreements (SLA).
• Coordinate and tracking the escalation of tickets.
• Maintain a record of all communication and actions in ZenDesk.
• Contribute frequently answered questions to the knowledge base.
• Participate in the on-call rotations when needed to ensure severe issues get addressed as soon as possible.

Required Skills:

• Customer-focused and willing to put the customer at the centre of everything you do
• Eager to learn and utilize new technologies and tools.
• Team players, you’re at ease to synchronize with a lot of people and always think as a team.
• Investigators, who like to solve problems and investigate technical issues.
• Communicators, at ease, to sum up, document, or explain complex situations
• 2-4 years in a customer-facing role, ideally in a SaaS environment.
• Experience troubleshooting web-based applications.
• Must have: Database knowledge, MySQL, and PostgreSQL – Experience with Java and REST API is a plus.
• Working knowledge of SSL, SSO, and LDAP is a plus.
• Knowledge of Data Quality software and systems is a plus.
• Bachelor’s Degree in Computer Science or related field or equivalent experience.
• A Bachelor’s degree or equivalent related working experience is required.
• Readiness to work evening and weekend shifts.

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Job title : IT Helpdesk Specialist
Work Location: Wrocław, Poland
Experience: 1 year

Roles and Responsibilities:

• Installing, configuring and maintaining workstation computer systems;
• Taking care of all errors and issues reported by users or IT team;
• Help with other IT tasks like LAN connections reconfiguration, installing new LAN devices, maintaining server room.

Required Skills:

• Knowledge in desktop and laptop engineering;
• Basic knowledge of networking;
• Good operating system knowledge in Win 7 / Win 8.1;
• Good communication skill in English;
• Min. 1 year of experience working on similar position;
• Must have experience working in a corporate environment;
• To be able to work in shift and to coordinate with the present team member for any IT related issues.

Nice to have

• Technical Certification;
• Win 10 / Mac OS knowledge.

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Job title : L2 SOC Analyst
Work Location: Remote (Applicable only for Poland candidates)
Experience: 3 years
Qualification: Bachelor’s Degree or equivalent work experience.

Roles and Responsibilities:

• Malware Incident Response:
• Lead the response efforts for malware incidents, coordinating with L1 analysts for initial triage and containment.
• Conduct in-depth analysis of malware samples and determine their impact on systems.
• Alert Triage and Investigation:
• Investigate and prioritize malware-related alerts and incidents based on their severity and potential impact.
• Perform root cause analysis to understand the source and scope of malware infections.
• Threat Intelligence Integration:
• Stay updated on the latest malware threats, trends, and attack techniques.
• Integrate threat intelligence into daily operations to proactively identify and mitigate emerging threats.
• Remediation and Recovery:
• Develop and implement strategies for malware eradication and system recovery.
• Collaborate with L1 and L3 SOC teams to ensure successful remediation.
• Documentation and Reporting:
• Maintain detailed incident records, including actions taken and lessons learned.
• Prepare comprehensive incident reports for clients and internal stakeholders.
• Security Tool Management:
• Manage and fine-tune security tools used in MalOps, such as sandbox environments and malware analysis platforms.
• Provide recommendations for tool enhancements and optimizations.
• Training and Knowledge Sharing:
• Mentor and train junior SOC analysts in MalOps best practices and techniques.
• Share insights and knowledge with the SOC team to improve collective expertise.

Required Skills:

• Bachelor’s degree in a relevant field or equivalent work experience.
• Fluency in English.
• Proven experience in a SOC role with a focus on Malware Operations.
• Strong understanding of malware analysis techniques, reverse engineering, and threat intelligence.
• Proficiency in security tools and technologies related to MalOps.
• Relevant certifications such as Certified Information Systems Security Professional (CISSP), Certified Malware Analyst (CMA), or similar.
• Excellent problem-solving and analytical skills.
• Strong communication and teamwork abilities.

Apply here

Job title : L1 SOC Analyst
Work Location: Remote (Applicable only for Poland candidates)
Experience: 1 year
Qualification: Bachelor’s Degree or equivalent work experience.

Roles and Responsibilities:

Malware Detection and Analysis:

• Monitoring security alerts and logs to identify potential malware threats.
• Performing initial analysis of suspicious files and network traffic to determine the nature and severity of malware incidents.

Incident Triage:

• Prioritizing and classifying malware-related incidents based on their impact and severity.
• Documenting incident details and maintaining accurate records of all actions taken.

Alert Handling:

• Responding promptly to security alerts and incidents, following established procedures and protocols.
• Escalating incidents to higher-level analysts or appropriate teams when necessary.

Threat Mitigation:

• Assisting in the containment and eradication of malware infections.
• Collaborating with L2 and L3 analysts to implement countermeasures and remediation strategies.

Reporting:

• Preparing detailed incident reports, including findings, actions taken, and recommendations for improving security measures.
• Sharing insights and trends related to malware threats with the SOC team and management.

Continuous Monitoring:

• Conducting continuous monitoring of network and system traffic for indicators of compromise (IOCs).
• Staying up to date with emerging malware threats, techniques, and evasion tactics.

Documentation and Knowledge Sharing:

• Maintaining and updating documentation related to MalOps procedures and best practices.
• Sharing knowledge and provide guidance to junior analysts as needed.

Required Skills:

• Bachelor’s degree in a relevant field or equivalent work experience.
• Proficiency in the English language.
• Proven experience in a SOC or IT security role, with a specific focus on malware analysis and incident response.
• Familiarity with malware analysis tools, antivirus solutions, and SIEM platforms.
• Knowledge of common malware families, attack vectors, and evasion techniques.
• Strong understanding of networking, operating systems, and security principles.
• Relevant certifications such as CompTIA Security+, Certified Information Systems Security Professional (CISSP), or Certified Incident Handler (GCIH) is a plus.
• Excellent communication and teamwork skills.
• Ability to work in a fast-paced and dynamic environment.

Apply here

Job title : Sr. Customer Support Engineer
Work Location: Remote (Applicable only for Poland candidates)
Experience: 3 – 5 years
Qualification: Bachelor’s Degree or equivalent work experience.

Roles and Responsibilities:

• Manage all communication with customers and partners required to resolve support tickets.
• Assess if support tickets are feature requests or product bugs and replicating bugs.
• Resolve support tickets within the limits of contractual service level agreements (SLA).
• Train and mentor junior support engineers.
• Coordinate and track the escalation of tickets and maintain a record of all communication and actions in ZenDesk.
• Contribute frequently answered questions to the knowledge base and participate in replying to community questions and discussions.

Required Skills:

• Eager to learn and utilize new technologies and tools.
• Team players, who are at ease to synchronize with a lot of people and always think as a team.
• Skilled in big data technologies such as Kubernetes, Spark, and Hadoop.
• Investigators who like to solve problems and investigate technical issues.
• Communicators, who are at ease to sum up, document, or explain complex situations.
• You have 3-5 years in a customer-facing role, ideally in a SaaS environment.
• Must have hands-on experience with Linux as well as experience with relational and non-relational database/data sources (MySQL, PostgreSQL).
• Experience troubleshooting web-based applications.
• Experience with Java and REST API.
• Excellent knowledge of certificates – SSL, SSO, and LDAP.
• Bachelor’s Degree in Computer Science or related field or equivalent experience.

Apply here

Position Title: Customer Service Representative 1-3 Years’ Experience (French)
Number of Openings: 20+ positions
Location: Ebene Cyber City, Mauritius
Working Hours: CET (candidates would need to work in shifts)
Experience: 1-3 years of demonstrated customer service-oriented experience

Roles and Responsibilities:

• Providing support for Business Clients via phone, email, chat.
• Clarifying case properly in order to dispatch it to the appropriate group.
• Understanding customer concerns and addressing them effectively.
• Processing the request and providing a solution to the client if necessary (e.g. password reset, license generation, access issues)
• Ensuring customer satisfaction for services rendered.

Required Skills:

• 1-3 years of demonstrated customer service-oriented experience
• Good communication skills in French
• Good level of English.
• Strong Customer service focus.
• Excellent communication skills.
• Passion for learning new concepts, technologies, and processes.

Apply here

Position Title: Senior Director/ Director Finance

Location: Taguig City, Philippines

Experience: 8-10 years of financial work experience in Philippines

Summary:

Philippines Finance manager will be playing a key role in the Leadership team while leading Philippines Finance function. This role will provide financial and operational leadership, working closely with the business leaders across the country, focusing on strategic growth of Movate’s business in Philippines. This includes driving commercial growth, operating performance as well as key initiatives while ensuring tight controls on accounting & compliance. This role reports to the Controller.

Roles and Responsibilities:

• Partner with the Philippines Leadership Team and CFO to execute on the business strategy, focusing on commercial finance & cost management.
• Liaise as required with the customers and channel partners on operational maters
• Lead commercial intensity and instill “daily” rigor (eg Orders and sales pacing) by providing management with timely, complete and accurate financial information for business decision-making process.
• Proactively identify process improvements and engage stakeholders to develop actions to reduce business costs, improve profitability and liquidity
• Work closely with local statutory authorities to ensure 100% compliance
• Lead Philippines finance function by providing mentoring and coaching to the team; provide oversight to Controllership, Tax, as well as Shared Services to enable smooth closing process. Support internal and external financial audits as required.

Required Qualifications:

• CPA or any equivalent degree in Finance, or Business Administration and minimum of 8-10 years of financial work experience in Philippines
• Experience working in global business environment with sound understanding of global process and transactional flows
• Experience leading in a matrixed environment, leading team members balancing execution through others with inclusiveness, leveraging expertise, clear thinking, imagination, and external focus.
• Lean mindset, seeking to improve, automate and digitize
• Demonstrated experience and understanding of Accounting Principles and Controllership.

Desired Characteristics

• Strong analytical skills: able to clearly link financial results to operational performance drivers, generate alternatives and drive positive change
• Clear thinking/problem solving successfully led cross-functional projects/process improvement within operations/finance function involving process improvement; able to quickly grasp new ideas

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Position Title: Inside Sales – Team Lead

Location: Taguig City, Philippines

Experience: 7 – 10 years

Job Description:

• Key task will be to focus on managing end to end Inside Sales/Lead Gen operations
• The Specialists will be mapped to a specific GEO / Vertical of Movate and will focus on selling / setting meetings for the Sales persons with influencer / decision maker of the Potential Prospect (Client)
• The Inside Sales Specialist role is a Customer-facing role (C-level, Directors, and VPs) over phone and other channels.
• The Inside Sales specialist should have experience of selling services and solutions in any market.
• The Inside Sales specialists should be aware of IT/BPO technologies and the typical contact center challenges that CXO’s have to deal with.
• The Inside Sales specialist is expected to articulate Movate’s Services/Solutions, messaging and positioning to the target customers and help sales in winning new business and achieve personal KRA’s set.

Primary Job Functions:

• Research and develop database of qualified prospects aligned to organization’s strategy and launch personalized outreaches to engage with them
• Prospect, develop, up-sell, cross-sell and generate new business opportunities for Movate in the assigned accounts / territory.
• Maintain a consistent and accurate sales lead pipeline.
• Work as the overlay techno-commercial expert
• Nurture a potential prospect over a period of time and build credibility for them to accept a meeting with sales.
• Ability to use CRM to manage opportunities and leads.

Desired Skills & Experience:

• SELF-STARTER, HUNTING skills are a MUST
• 7 – 10 years of experience of BPO Inside sales in any market or Customer Service in Global environment
• Good written and oral communication skills.
• Passionate about generating demand and building relationships with prospects
• Active in social networking, especially LinkedIn
• Good in Team Handling

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Job title: Technical Support Agent
Work Location: Hybrid – UltraPark I, La Aurora, Heredia.
Experience: Customer Service experience.
Education Qualification: High School Diploma. Technical knowledge.

Roles and Responsibilities:

• Identify Customer issues
• Provide solutions by the proper troubleshooting steps.
• Provide courteous and professional customer service.
• Diagnosing and solving hardware and software faults.
• Provide timely and accurate information to the customer and place summary of conversation into system

Required Skills & Desired Skills

• Proficiency English Level >B2+
• Three to six months of relevant experience is preferred.
• Ability to multi-task and use information provided by customers to tailor responses and actions to meet specific needs.
• Basic computer navigation skills and PC Knowledge.
• Demonstrate strong probing and problem-solving skills.
• Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues.
• Ability to provide step-by-step technical help, both written and verbal.
• Previous experience in tech support.

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Job title: Customer Care Specialist
Location: Ultra Park I, La Aurora, Heredia, Costa Rica
Experience: More than 1 year of Call Center experience
Education Qualification: High School Completion
No of Openings: 200+ openings

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 the project’s hardware and software weekly through professional development time, trainings, knowledgebase articles, and the experience gained from performing the role.

Required Skills & Desired Skills     

• Proficiency in English Level >B2+
• 1+ years of experience responsible for customer satisfaction and championing the customer experience.
• Success in operating independently and navigating competing priorities in a constantly changing. Environment.
• Proven track record of success navigating and troubleshooting technical tools, for instance, an Apple laptop and Android-based software.
• Strong communication, organizational, and influencing skills.
• Candidates must be willing to work in an onsite setting.

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Job Title: Telecom Engineer
Work Location: Ebene
Experience: 1-5 years
Education Qualification: Telecommunications/Electrical/Networking/ Engineering or CCNA qualified
Shift: 9 hours shift between 8am to 5pm (Central European Time Zone)

Roles and Responsibilities:

• Process Adherence and Activities
• Troubleshoot all Level 1/2 cases from the customers.
• Focus on customer satisfaction.
• Document all communication with customers in the CRM.
• Manage backlog efficiently.
• Notify/Discuss/Escalate with Senior L2/ATAC/TL/Manager on SR’s that require assistance.
• Plan and constantly work on upgrading technology and product expertise.
• Contribute to the knowledge base.
• Understand the SLA’s and work/align style of working towards meeting them.
• Be aware of KRAs and make sure KRAs are met.

Required Skills & Desired Skills :

• 1-5 years experience in troubleshooting technical / Telecom/Networking issues
• Fluency in both French and English
• Ability to work efficiently in a highly demanding, team-oriented and fast-paced environment.
• Ability to communicate and empathize with all levels of customers – executives, end users
• Self-motivated with the ability to dive right in, be effective and make a difference
• Technical: Analog and Digital Telephony, Voice Networking (QSIG/DPNSS), VOIP, PBX, WINDOWS OS, Networking, Routing, WAN

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