Careers at Movate – Costa Rica

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.

Job title: IT Project Manager 
Work Location: Ultralag, Heredia 
Experience: Over 6 years of experience in ITSM / Tech Support
Education Qualification: High School Diploma / Graduate and above 
No of Openings: 1

Summary 

• The IT Project Manager will be responsible for designing, implementing, managing, and evaluating IT projects across the organization.
• This role ensures strong leadership over technical teams, efficient project execution, continuous improvement, and alignment with organizational goals. 

Roles and Responsibilities 

• Apply project management fundamentals to drive end-to-end execution 
• Manage Team Leads and a team of up to 100 IT support members 
• Collaborate with business and technology leaders to assess requirements, define scope, and create project charters 
• Perform project planning, resource allocation, scheduling, and task coordination 
• Leverage agile methodologies to optimize project delivery 
• Develop strategies to deliver world-class global end-user support 
• Demonstrate strong decision-making, logical thinking, and problem-solving abilities 
• Monitor team performance using SLAs, productivity, and quality metrics 
• Take ownership of deliverables tracked in tools, dashboards, or emails 
• Proactively identify challenges, propose solutions, and communicate inputs to stakeholders daily/weekly/monthly 
• Manage escalations according to defined procedures 
• Coach and train Team Leads to meet operational and project objectives 
• Implement monthly service improvement plans 
• Participate in ad-hoc and scheduled meetings 
• Adapt quickly to new technologies, tools, processes, and escalation procedures 
• Define and monitor KRAs and KPIs to improve customer experience, quality, productivity, and response time 
• Identify improvement opportunities and create Individual Development Plans (IDPs) for low performers 
• Detect skill or behavioral issues and report to management in advance 
• Provide performance feedback to technicians when needed 
• Handle cross-functional communication effectively 
• Build communication strategies that strengthen internal and external relationships 
• Ensure compliance with company and client values and policies 

Required Skills 

• Strong leadership experience managing large technical teams 
• Project management fundamentals 
• Excellent communication skills (English – verbal and written) 
• Strong analytical, data-driven decision-making, and problem-solving abilities 
• High attention to detail 
• Knowledge of IT operations and IT support services 
• Proficiency in Excel or Google Sheets 

Desired Skills 

• Experience with agile methodologies 
• Strong presentation, mentoring, and leadership skills 
• Knowledge of cloud applications (with Single Sign-On) 
• Ability to develop and execute service improvement plans 
• Experience handling escalations and stakeholder communication 

Job title: Project Manager – Global SAS to NVMe Program
Work Location: Ultralag, Heredia (Hybrid)
Experience: 1+ years leading customer-facing, cross-functional projects
Education Qualification: Bachelor’s degree in Business, Engineering, IT, or a related field
No of Openings: 1

Summary:

• The Project Manager will support a multi-year global initiative focused on proactively upgrading customer storage arrays from SAS to NVMe technology. This program ensures that customers maintain a modernized, fully supported infrastructure aligned with long-term service commitments.
• The role requires exceptional coordination, communication, and stakeholder management, as well as the ability to guide customers and internal teams through complex upgrade processes.
• The Project Manager will serve as the single point of contact for customers throughout the upgrade journey, ensuring alignment, smooth execution, and a high-quality experience.

Roles and Responsibilities:

• Engage with customers and account teams to introduce the SAS-to-NVMe upgrade program and outline key requirements and processes.
• Collaborate with Technical QA Engineers to review and validate upgrade action plans; present project plans directly to customers.
• Identify the correct Bill of Materials (BOM) and submit all required part-dispatch requests.
• Coordinate all dependencies for onsite work, including any required code upgrades or technical pre-work with Support teams.
• Proactively follow up on pending tasks, ensuring timely progress across all project activities.
• Maintain consistent, clear communication with customers, providing updates throughout each stage of the upgrade process.
• Schedule onsite activities in partnership with Installation Scheduling teams and ensure accurate tracking of milestones.
• Confirm completion of all deliverables and ensure activity status is properly documented.
• Act as the primary point of contact for all questions, issues, and escalations related to the upgrade.
• Prepare and submit progress reports and metrics for the Program Lead to consolidate into program-wide reporting.

Required Skills:

• 1+ years of experience in project management roles involving customer interaction and cross-functional collaboration.
• Strong communication skills in English, both written and verbal.
• Excellent organizational and coordination abilities with attention to detail.
• Strong problem-solving skills, with the ability to gather data, analyze issues, and recommend solutions.
• Proactive, action-oriented mindset with the ability to operate independently and drive progress.
• Experience delivering positive customer satisfaction outcomes in previous projects.
• Familiarity with storage environments, enterprise hardware, or related technology (preferred).

Desired Skills:

• Experience working with logistics, support, or delivery teams in a technical environment.
• Knowledge of enterprise infrastructure, IT workflow dependencies, or similar environments.
• Ability to manage complex multi-step processes with multiple stakeholders.
• Google Workspace
• Salesforce (preferred)
• Project management tools (Smartsheet, MS Project, Asana, or similar)

Job title: Network Engineer
Work Location: Ultra Lag
Experience: At least 2 years working as a Network Engineer
Education Qualification: High School Diploma or above

Roles and Responsibilities:

• Troubleshoot/Diagnose all Level 2 issues from the customers and driving satisfactory resolution of the issues.
• Troubleshoot Product
• Codes and Configuration issues.
• Ensure On-Time escalation to L3 and Engineering(R&D) teams
• Ensure consistent customer satisfaction.
• Document all communication with customers in the CRM
• Notify/Discuss with L2/TL/Manager on Tickets that require assistance.
• Timely handoff (escalation) of cases that require technical or political to L2/L3 TAC.
• Plan and constantly work on upgrading tech and product expertise.
• Contribute to the knowledge base/ Tech Forum

Required Skills & Desired Skills:

• 2-3 years of experience as a network engineer
• Advanced English level (B2+/C1)
• Proven work stability

Technical skills:

• Bridging and Switching Concepts, LAN Technologies such as TCP/IP Ethernet – CSMA/CD
• STP, RSTP, MSTP, VLAN tagging
• Good Knowledge in Routing concepts, with Good knowledge in Routing Protocols like: RIP, OSPF, IGRP, EIGRP, BGP
• VoIP knowledge SIP, H323 (Good to know)
• Wireshark (Good to know)
• Linux (Good to know)

Job title: IT Service Desk Engineer – Tier 1
Work Location: Ultralag, Heredia
Type: Full-Time (On-site)
Experience: Open to candidates with 1–2 years of IT support or customer service experience
Education Qualification: Bachelor’s degree or equivalent experience
No of Openings: 10+

Summary:

• The IT Service Desk Engineer – Tier 1 serves as the first point of contact for employees requiring technical assistance.
• This role focuses on resolving common IT issues related to user accounts, devices, connectivity, and core business tools within a Workspace environment.
• The ideal candidate demonstrates strong communication skills, a proactive service mindset, and the ability to deliver excellent end-user support while maintaining professionalism and accuracy in a fast-paced environment.

Roles and Responsibilities:

• Provide first-level technical support via ticketing tools, phone, or chat channels.
• Troubleshoot and resolve issues related to:
• User accounts (password resets, access issues).
• Hardware (laptops, desktops, printers, and peripherals).
• Basic network connectivity (Wi-Fi, VPN).
• Google Workspace tools (Gmail, Drive, Calendar, Meet).
• Support user onboarding and offboarding processes, including device setup and account provisioning.
• Escalate complex or unresolved incidents to the Tier 2 support team following defined escalation procedures.
• Document resolutions, update FAQs, and maintain internal knowledge base content for recurring issues.
• Participate in helpdesk operations such as walk-up support, asset tagging, and inventory tracking.
• Deliver exceptional customer service by maintaining a professional, empathetic, and solution-focused approach.

Required Skills:

• Bachelor’s degree or equivalent experience.
• Strong communication and interpersonal skills with a customer-first attitude.
• Good problem-solving skills with the ability to multitask effectively.
• Familiarity with operating systems (Windows, macOS, ChromeOS).
• Basic understanding of Google Workspace, network connectivity, and hardware setup.
• Eagerness to learn new technologies and grow within an IT support environment.
• Advanced English level (B2+/C1)

Desired Skills:

• Previous internship or practical experience in IT helpdesk or technical support.
• Knowledge of IT ticketing systems or ITSM tools.
• Awareness of IT support best practices and troubleshooting methodologies.
• Certifications such as CompTIA A+, Google IT Support Professional, or ITIL Foundation are a plus.

Job title: Customer Service Representative
Work Location: Ultra Lag
Experience:  9+ months in Contact Centers
Education Qualification:  Highschool Diploma

Roles and Responsibilities:

• Receive incoming requests by telephone, e-mail and through the support portal 
• Prioritize and dispatch these calls to Technical Support Engineers 
• Notify Support Manager of critical customer issues 
• Prioritize both time and projects, work to balance resources with customer needs
• Determine the scope of technical issues 
• Monitor cases by Severity, Priority, and Age in Pure Storage’s case tracking system

Required Skills & Desired Skills:

• At least 1 year experience with phone call management, front-line IT or Support Experience 
• Focus on the customer experience 
• Excellent people and communication skills in English, both written and verbal
• Great memory skills and ability to multitask, or serialize tasks very rapidly
• Very good organizational skills 
• Able to maintain composure in stressful situations Must be willing and able to work in an open office, team environment
• Advanced English (B2+-C1)

Job title: Associate System Engineer
Work Location: Ultra Lag
Experience:  2+ years of experience in customer-facing roles (e.g., customer support, account management, customer success, sales, etc) with strong collaboration across teams like Sales, Support, Engineering, and Product Management.
Education Qualification:  University degree is preferred, or equivalent work experience

Roles and Responsibilities:

• Assist internal teams with configuration validation in support of sales opportunities. 
• Collect and acquire data for use in the creation of sales plays and lifecycle management programs and processes.  
• Work with established programs and sizing tools to provide customers with a product performance solution that meets and exceeds their expectations
• Be involved in the Account Planning process as part of a larger team
• Assist with solution designs and will be brought into opportunities and mentored as part of an opportunity team.  Will have the ability to take point on simple designs where appropriate
• Assist prospects and customers with basic demonstrations, system configurations, feature adoption, and answers to technical questions 
• Work with established programs and sizing tools to support customer pursuits 
• Work cross functionally with internal departments such as Customer Support, Professional Services, Renewal, Sales Operations, and Order Management.

Required Skills & Desired Skills:

• BS in Computer Science, Engineering or other technical degree and/or equivalent experience
• 2+ years of experience (technology industry preferred) 
• Strong phone presence and experience in a high-volume customer interaction environment
• Conscientious attitude and dependability, strengths in teamwork and communication
• Confident, articulate and professional speaking abilities, and a strong ability to listen
• Ability to collect data, identify problems, establish facts and draw valid conclusions
• Preparation and delivery of technical product and architecture presentations
• Passion for technology and aptitude to learn new technologies
• Self-motivated individual with the ability to work independently and proactively, while applying a high level of business and technical acumen to a variety of situations
• Demonstrated listening, written communication and product presentation skills
• Ability to handle multiple tasks and projects, in real-time scenarios
• Apply critical thinking techniques to work through customer situations and interactions
• Knowledge of current and emerging storage architectures (FC, iSCSI, NAS, OSD, SAN) preferred
• Salesforce.com experience helpful
• Knowledge of VMware, Windows, UNIX OS variants (Linux, AIX, …), NFS file systems and network environments helpful
• Advanced Oral English, Microsoft 365/Google Workspace, Salesforce.com or any other CRM system

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

Location: Outbound Sales Account Executive
Work Location: Ultrapark I, La Aurora, Heredia
Experience: 1-3 Years, Outbound sales
Education Qualification:  Any Degree
No of Openings: 20

Roles and Responsibilities:

• The Outbound Account Executive will bring the local and regional small and mid-size restaurant merchants onto project’s  platform to increase the overall selection in the U.S. market for our customers.
• You’ll be focused on leading the sales cycle, discovering needs and decision drivers, communicating value for the restaurant and closing partnerships with prospective merchants, while promoting and representing the DoorDash brand in a positive and professional manner.
• This is an acquisition, cold calling role, utilizing a targeted lead list provided to the AE.
• Help transform the way restaurants monetize through our on-demand delivery service
• Create a great first impression with merchants and build a pipeline of qualifi ed leads
• Lead the full sales cycle while closing transactions to attain new business from small to mid-size merchants
• Master email marketing automation tools to creatively engage prospects
• You enjoy the hustle required, making a high volume of calls daily, to help merchants grow their businesses
• Be a key part of our core DoorDash business, gaining crucial insight with a path to grow into a variety of other roles within the company

Required Skills & Desired Skills

• Proficiency in English Level >B2+ 
• Active listening
• Creative, persistent, and passionate about sales
• Salen mindset
• Critical thinking
• Speed to solution

Job title: Logistics Coordinator
Location: Heredia, Costa Rica
Experience: 3+ years of experience
Education Qualification: High School Diploma or equivalent is required. College degree is desirable.
Work mode: Hybrid

Summary

• Reporting to the Global Service Logistics team, the Logistics Coordinator will primarily focus on managing day-to-day RMA (returns material authorization), advance replacements and return shipments for the Global Service Logistics (GSL) function. T
• he Logistics Coordinator should have extensive customer administration experience and must demonstrate the ability to develop strong relationships across all supply chain and functional organizations that include – Logistics, Operations, Technical Support and Sales.
• The ideal candidate will be a somewhat self-managed, customer-oriented and proactive individual.

Roles and Responsibilities:

• Responsible for the proactive day-to-day monitoring of service parts dispatches in an outsource RMA (returns material authorization) administration environment.
• The proactive identification of issues that will cause a problem with a dispatch in terms of delays or incorrect order details.
• Real time corrective actions to correct any potential dispatch issues.
• Act as regional point of contact for the client and key business partners for questions regarding dispatches as they relate to parts and Field Engineers to customer sites.
• Support the Global Service Logistics team in working with vendors to conduct Root Cause Corrective Action results for logistics / field issues.
• Engage in daily tactical communication with external vendors (RMA administration, service logistics and field engineering), internal and external customers.
• Analyze data from numerous databases (using internal systems, Excel, SQL and/or other data management systems) and perform reporting and analysis as needed.
• Support the Global Service Logistics team with publishing of performance metrics to assist with driving business results.
• Working within time constraints to meet critical business needs.
• Document work instructions and best practices.
• Customer-oriented with a proactive attitude.

Required Skills:

• 3-5 years of experience in an RMA (returns material authorization) Administration role with a focus on high-tech service parts logistics and field engineering.
• Knowledge of Salesforce.com, Service Now, SAP or equivalent enterprise resource planning systems.
• Advanced English (B2+-C1)
• Strong attention to detail.
• Strong analytical skills.
• Manage, prioritize and work well with cross functional organizations.
• Enthusiastic and self-starter.
• Ability to work outside of normal business hours if required.

Desired Skills:

• AS in Business Administration or equivalent is advantageous.
• Extensive experience using office administration products such as Excel, Word, PowerPoint and/or Google products.

Job title: Finance Manager, Customer Experience
Location: Ultra Lag
Experience: At least 4 years of FP&A experience
Education Qualification: University degree
Work mode: Hybrid

Roles and Responsibilities:

• Financial planning and analysis, forecasting, reporting, data management

Required Skills & Desired Skills:

• 4–7 years of FP&A experience (business-facing preferred)
• University degree (Finance, B.A., or related)
• Strong skills in Excel/Google Sheets, Anaplan, and NetSuite
• Bonus if you’ve worked with SQL, Tableau, or Snowflake
• Advanced English level (B2+/C1)
• Proven work stability
• Advanced Oral English, Excel/Google Sheets, ERP systems, data bases knowledge, data visualization tools

Job title: Renewals Deals Finance Manager
Location: Ultra Lag
Experience: 4-5 years of experience
Education Qualification: University degree
Work mode: Hybrid

Roles and Responsibilities:

• Perform Renewals quote reviews and approvals
• Supporting Renewal subscription deal analysis
• Ensure deals are reviewed for accuracy, fitness and alignment with policies and strategic initiatives
• Reconcile and analyze install base changes and drivers for subscription changes.
• Maintain a confident, well informed point-of-view to challenge conventional or entrenched views
• Work closely with cross functional teams Including but not limited to Sales, IT, install base
• Perform ad hoc financial analysis to support key business decisions.

Required Skills & Desired Skills:

• BA degree in Finance, Accounting, Economics or equivalent; MBA a plus.
• 4-5 years of progressively complex roles in a financial function with deals analysis experience/understanding; Subscription and/or Service experience a plus
• Strong communication and relationship building skills, with the ability to interpret and summarize data to aid management in achieving operational goals.
• Excellent analytical, decision-making, project management, and financial modeling abilities.
• Ability to manage multiple priorities simultaneously, work well under pressure and adapt quickly to change.
• Revenue Accounting experience
• Intermediate Excel modeling
• PowerPoint Skills is a plus
• Experience with Salesforce
• NetSuite, Tableau software is a plus
• Advanced English level (B2+/C1)
• Proven work stability
• Advanced Oral English, Excel/Google Sheets, ERP systems (Netsuite), data visualization tools (Tableau, Power Point), CRM systems (Salesforce)    

Job title: Welcome Center Agent
Location: Ultra Lag
Experience: 6+ months in Contact Centers
Education Qualification: High school Diploma
No of openings: 1
Work mode: Onsite

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 inquiry, order placement, and order follow-up. Documents details of customer interaction into 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, reconciles errors in a cost-effective manner, 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:

• Advanced English level
• 6+ months in Contact Centers
• Proven work stability
• High School Diploma