Careers at Movate – Colombia

We are looking for a dedicated, ambitious and self-driven Customer Success Manager. As a Customer Success Manager you will work closely with our customers, build relationships with them and help them achieve their business goals through the use of our solution and play a pivotal role in overcoming any technical challenges.

Responsibilities

• Assist customers’ technical requests and take care of any technical issues
• Build strong customer relationships
• especially with key customer stakeholders and sponsors
• Provide an exceptional customer experience
• Make sure all deliverables arrive in good order on time and fulfill customers’ requirements
• Take initiatives in identifying growth opportunities
• Collaborate with our team to engage the relevant resources to resolve any issues quickly and efficiently with minimal disruption to our customers’ business
• Achieve and maintain a detailed and practical level of solution knowledge

Skills Required

• A proven track record of Customer Account Management or other relevant experience.
• Experience in managing multiple stakeholders and projects
• A listener who is customer-oriented and attentive to their needs
• Team player
• Good time-management skills
• Experience and strong knowledge in network security (like to have)
• Experience and strong knowledge in network security

Benefits and Perks

• Great environment
• Great offer

We are looking for passionate people who dare to excel and want to growth professionally:

Responsibilities

• Give the best customer experience in the service to the clients
• Solve all possible situations during the service while maintaining empathy and active listening

Skills Required

• Advanced English
• High customer service skills

Benefits and Perks

• Great offer and opportunities to growth
• W@H

Job title: Facilities Administrative Associate        

Work Location: Barranquilla, Colombia On-site  

Qualification: High School Diploma

Experience: Minimum 3+ years’ experience  

No of openings: 1

Roles and Responsibilities:

• Experience with Administration & Facilities.
• Develop effective relationships with key stakeholders through consultation, advice, facilitation of discussion and resolution of conflict.
• Maintains facility environmental integrity, including safety.
• Technically proficient in the specific department and knowledge of industry practice and business principles
• Works on issues of diverse scope where analysis of situation or data requires evaluation.
• Provide support to administrative departments by managing and organizing office procedures and forms.
• To monitor and control supplier, and sub-contractor response times and costs.
• Provide high-quality administrative and clerical support.
• Assist office personnel in scheduling meetings, conferences, and other appointments.
• Prepare correspondence, reports, and other documents.
• Maintain and update databases and spreadsheets.
• Knowledge or understanding of basic technical support.

Required Skills:

• 3+ years’ related experience or an equivalent combination of education and experience.
• Experience in BPO / Contact Center / Technology, preferred.
• Bachelor’s Degree; Advanced Degree desirable or an equivalent combination of education and experience.
• Advanced English.
• Ability to communicate effectively at all levels and to build and maintain strong internal and external customer relationships.
• Excellent communication, customer service, continuous quality improvement, relationship development, results orientation, team building, motivating employees, performance management, and decision making.
• Knowledge about Electricals Is a Plus.
• Advanced English.
• Full availability.

Job title: Operations Manager

Work Location: Barranquilla, Colombia On-site  

Education Qualification: Bachelor’s degree

Experience: Minimum 2 years’ experience

No of openings: 1

Roles and Responsibilities:

• Lead, motivate and support a large team within a time-sensitive and demanding environment including setup and implementation of career development plans for all direct reports and problem resolution.
• Manage timely data collection to update operations metrics to achieve productivity targets.
• Partner with cross-functional support teams in improving the proprietary tools and systems.
• Improvement Plans to eliminate errors and deliver excellent customer service.
• Work closely with legal and safety departments to make sure activities remain compliant.
• Conduct performance reviews and report delivery plans to upper management.
• Handle escalations.

Required Skills:

• Bachelor’s degree.
• 2+ years’ proven experience in an operations management position specifically within BPO companies. (+100 HC with direct and indirect reports) is a Must.
• Knowledge of general business software and aptitude to learn new applications; proficiency in Microsoft Office (Word; Power point; Outlook).
• Customer Management experience.
• Critical thinking skills, resourceful and effective decision-making.
• Exceptional conflict resolution, and problem-solving skills.
• Maintain constant communication with managers, staff, and vendors to ensure proper operations of the company.
• Strong attention to detail.
• Maintaining and increasing the efficiency of a business.
• Support operational leadership in a variety of departments — from finance and IT to human resources and accounts payable.
• Supervise, hire, and train employees, manage quality assurance programs, and strategize process improvements, among other things.
• Ability to multi-task and juggle multiple high-priority issues simultaneously.
• Advanced English.
• Full availability.

Job title: Technical Support Tier 1 – Bilingual

Work Location: Barranquilla, Colombia On-site  

Qualification: High School Diploma

No of openings: 2

Roles and Responsibilities:

• Respond to customer e-mails, phone calls, and chats in a timely manner
• Address voice and data issues and work with other teams to drive resolution
• Troubleshoot customer connectivity issues
• Coordinate with other Engineer to diagnose and fix site issues
• Remain available in a call queue to answer inbound calls
• Stay updated on changing processes and new company products
• Attend training sessions as assigned by management
• Willingness to work flexible hours during nights and weekends is preferred

Required Skills:

• Basic computer and network support knowledge.
• Previous call center and CRM system experience desired, but not required
• Critical thinking skills, resourceful and effective decision-making
• Exceptional conflict resolution, and problem-solving skills
• Strong attention to detail
• Ability to multi-task and juggle multiple high-priority issues simultaneously .
• Advanced English.
• Full availability.

Job title: Technical Support Agent Tier 1 Portuguese/ English.

Work Location: Barranquilla, Colombia On-site  

Qualification: High School Diploma

No of openings: 1

Roles and Responsibilities:

• Communicate clearly and precisely with customers in written and verbal form and maintain accurate and timely records in our case tracking system.
• Maintain ownership of tasks given and should drive other teams as needed.
• Accountable for the tasks and ensure that its completed diligently.
• Analysing/documenting problems, recommending solutions, & highlighting issues to the leadership team
• Enthusiastic to work in challenging environment
• Organize ideas and communicate oral messages appropriate to listeners and situations
• Adhere to process and policies, should demonstrate CSS Corp values
• Team player and should act as a role model to the team
• Should be sharing the Daily reports before logout
• Problem-solving skills and ability to navigate challenging situations in a professional manner.
• Experience providing direct support to external customers by phone, electronically.
• Understand on Storage components and infrastructure
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally.
• College Degree – Preferred should have basic knowledge on storage
• Should have worked in an Enterprise environment
• Able to apply non-linear thinking to problem-solving.
• Ability to call customers and resolve issues
• Should be adhering to the built in SOPS
• Should ensure that the cases and emails are handled within the shift duration without backlog.

Required Skills:

• Problem-solving skills and ability to navigate challenging situations in a professional manner.
• Experience providing direct support to external customers by phone, electronically.
• Basic understanding of Storage concepts and HNAS Systems. Understand on Storage components and infrastructure.
• Excellent organizational skills –ability to prioritize, manage, multi-task, and execute projects cross-functionally
• Desired – understanding of Basic Network Architecture (e.g. Active Directory, DHCP, Load Balancer, Firewall, VPN, Domain Controller configurations)
• Bachelor’s degree in computer science (preferred) or any degree
• Customer focussed.
• Proactive, with the ability to work on his/her own initiative.
• Willingness to work in international time zones.
• Time Management.
• Experience providing direct support to external customers by phone, electronically.
• Problem-solving skills and ability to navigate challenging situations in a professional manner
• Communicate clearly and precisely with customers as well as stake holders in written and verbal form, and maintain accurate and timely records in our case tracking system
• Meet individual case management Service Level and metrics.
• Maintain ownership of cases and ensure to follow the process of routings
• Typing speed minimum – 40wpm
• Advance English.
• Intermediate Portuguese.

Job title: DevOps Cloud Engineer

Work Location: Barranquilla, Colombia On-site  

Qualification: High School Diploma

No of openings: 1

Roles and Responsibilities:

• Work closely with the DevOps team and Senior Cloud devops engineer to collaborate on initiatives and improve operational efficiency and productivity develop tools to extend operations capabilities and efficiency.
• Own and Manage the SaaS Security AWS landing zone
• Support and Troubleshoot Cloud Deployment and Environment Issues
• Assist the Operation and NOC Teams with Monitoring

Required Skills:

• Proven experience of at least 2 years as a DevOps engineer.
• Proven experience with AWS for at least 2 years
• At least 2 years of Linux developer / administrator (Centos/RedHat).
• Experience with Java– A big advantage.
• AWS certification – A big advantage.
• Scripting and other interpreted languages (Python, Shell, etc.).
• Knowledge of Ansible.
• Experience with Terraform.
• Experience with Docker.
• Experience with Gitlab server.
• Experience with Jenkins.

Department

Department: Enterprise TAC Support

We are looking Network support engineers, people trained or certificates on Networking with costumer service experience. The role of the Network Engineer is to respond to troubleshoot tickets, act as the customer’s point of contact for reported problems and troubleshoot problems to resolution. This will involve extensive conversations with customers and other Network Engineers, duplicating the reported problem in the laboratory and, using extensive IP networking and network security knowledge to resolve the problem.

Responsibilities

• Receive trouble cases from calls or from the client web ticketing system; manage the case load and summarize ticket status for shift hand-off
• Use extensive knowledge to perform & initiate and repeat procedures as needed
• Escalate to the Team Lead when appropriate

Skills Required

• BA degree or equivalent is desired
• High School Diploma as a Minimum
• Trained or certificate CCNA or equivalent required; CCNP or other certifications are desired
• 1 – 2 years of help desk experience or customer service experience (or equivalent)
• Communication skills; remain empathetic and courteous while speaking to customers about frustrating; complicated IT problems
• Good written communication skills: type updates to trouble tickets to include detailed troubleshooting comments and details; must demonstrate close attention to detail

Benefits and Perks

• Career Progression through Career Aspiration Management Program
• WFH in Covid situation
• Best offer in the market