Careers at Movate – Romania

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