Careers at Movate – Philippines

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: 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.

Apply Now

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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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.

Apply here

Job title: Trilingual Player Support (German+English+Spanish)

Work Location: TerraCampus, Tres Rios

Qualification: High School Diploma

Experience: Minimum 1 years of relevant experience

No of openings: 2

Roles and Responsibilities:

• Clarify player requirements; probe for understanding, use decision-support tools and resources to resolve customer issues that are non-standard/unstructured and require some clarification or conceptual thinking.
• Review attentively to player needs and concerns; demonstrate empathy while maximizing the opportunity to build rapport with the customer.
• Greet players in a courteous, friendly, and professional manner, using agreed-upon procedures.
• Answer player questions related to websites, products, processes, and benefits.
• Maintain broad knowledge of client products and/or services.
• Manage chat, emails, and messenger effectively with proper grammar and enunciation.
• Process refunds as needed.

Required Skills:

• Proficiency in German Level >B2+                                                                                                                  
• Proficiency in English Level >B2+                                                                                                                  
• Gaming experience is mandatory
• De-escalate issues as necessary
• Understand player needs (read attentively, respond appropriately)
• Problem-solving
• Patience and willingness to help
• Strong customer service orientation and disposition
• Ability to work in multiple technical mediums simultaneously while remaining attentive to the player and their concern
• Multi-task

• Attention to detail
• Empathy
• Critical thinking
• Speed to solution

Job title: Trilingual Technical Support (French+English+Spanish)

Work Location: TerraCampus, Tres Rios

Qualification: High School Diploma

Experience: Minimum 1 years of relevant experience

No of openings: 2

Roles and Responsibilities:

• Resolve technical issues related to the project platform and different products.
• Complete detailed tickets and reports of the technical assistance provided, steps taken, and resolution of cases.
• Report to the assigned team lead.
• Maintain a good work ethic, as well as be transparent all the time.
• Provide outstanding customer service to our partners.

Required Skills:

• Proficiency in French Level >B2+                                                                                                                  
• Proficiency in English Level >B2+                                                                                                                  
• Basic computing and hardware knowledge and internet software.
• Basic networking knowledge. (Preferred).
• Customer Service and call center experience. (Preferred).
• Level 1 technical support experience (Preferred, at least one year).
• Sills to work in teams.

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: Technical Training Manager

Work Location: Chennai

Experience: 5+ Years of Experience

Education Qualification: Bachelors/Masters Degree in Computer Science. BE/Btech/Msc CS/MCA

Roles and Responsibilities:

• Develop and update training materials for testing, Full stack Java applications
• Design and deliver training sessions to software developers and other technical professionals
• Create hands-on exercises and other interactive learning activities to engage learners
• Evaluate the effectiveness of training programs and make improvements as needed
• Keep up to date with new technologies and best practices in testing Full stack Java applications
• Collaborate with other technical trainers and instructional designers to ensure consistency and quality across all training programs

Primary Skills Required :

• Full-Stack Web development – HTML,CSS, JAVASCRIPT, NodeJS, ReactJS/AngularJS
• Programming Languages – Core JAVA and Any Additional programmer (DOTNET/Python)
• Database – MySQL/MSSQL and Any NoSQL DB

Required Skills & Desired Skills

• Strong experience in testing, Full stack Java applications, with a deep understanding of testing methodologies, tools, and frameworks
• Proven experience designing and delivering technical training programs
• Strong communication and presentation skills, with the ability to explain complex technical concepts in a clear and concise manner
• Ability to work independently and as part of a team, with excellent time management and organizational skills
• Strong attention to detail and a passion for creating high-quality training materials
• Familiarity with agile development methodologies and software development life cycles

Job title: Customer Support Representative
Work Location: Chennai
Experience: 0-10 years
Qualification: Any graduate/Non-graduate with experience

Roles and Responsibilities:

• Handle Level 1 support (Calls, Emails & Chat) from International customers which includes Technical Support, Customer Support and Product Queries.
• Technical Support includes queries related to consumer products and resolving the issues related to these devices.
• Customer Support includes queries related to warranty and RMA Status.
• These voice calls should be handled with a service level of above 80% and 100% for email cases respectively as defined in the Standard Operating Procedure.
• Any call or email that requires next level attention or assistance should be escalated appropriately to the SME via CRM.
• Excellent Verbal & Written Communication skills
• Flexible to work in Night shifts.

Required Skills:

• Basics on Windows OS (internet/ BSOD/peripherals setup/practicality on system drivers/ understanding of 3rd party application issues/common errors)
• Added advantage if familiar with Mac, Linux and Virtualization concept (VMware/virtual box)
• Logical thinking, problem-solving skills; Practical approach on troubleshooting and understanding a reported issue.

Key Competencies:

• Strength in communication, teamwork, processes and customer orientated

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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

Apply here

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 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

Apply here