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Job title: IT Manager
Work location: Costa Rica
Total work experience: 6-12 years
Relevant experience: 5-6 years
Education qualification: Any Graduate / Diploma Engineer

Roles and Responsibilities:

• Candidate must work as SPOC for all IT requirements and support for the CR location.  Supervise team and delegate the daily/weekly/monthly work
• Conducting team meetings and review deliverables
• SLA Measurement, Reporting & Adherence
• Periodic evolution of SLA metrics and Audits
• Participate in all  IT audits for the location and assist business and Infosec team
• Provide technical resolution to L1 team in case any support is needed
• Provide Deskside support for 3 offices in CR and address all issues within SLA
• Experience in desktop engineering including Imaging, packaging, software distribution etc
• IT Inventory management, update in Asset tool for all assets movement
• Ability to interact with Site Leader and other business stake holders during project ramp up, participate in discussion with business and client if required
• Regular connect with key users / senior users and take continuous feedback and do continuous service improvment and users experience
• Measure Endpoint Compliance &  achieve desired target as per company’s IT guidelines
• Ability to drive and manage IT operations at locations with minimum involvement of leadership team
• Coordinate with all backened IT team, client IT team for any outage or major IT issue for business or projects

Required Skills & Desired Skills

• 5-6 years relevant work experience and IT Manager
• Good knowledge on IT Infrastructure like Active Directory, DNS, DHCP, Proxy, Patch Management, Remote software Deployment tool, LAN, WAN, Wifi, Azure etc
• Strong knowledge and experience in managing End users Computing, IT Helpdesk, IT Service Desk Ticketing Tool
• Understand key matrics and define KRA for team and measure team’s performance
• Good understanding on VPN, Antivirus, Palo Alto XDR, Bit Locker, DLP etc
• Basic understanding on Azure, MFA, Azure AD, Exchange online
• Good troubleshooting skills on networking related troubleshooting from endpoint side, slow performance of systems etc.
• Must be good in Stake holders management
• Must have excellent communication skills
• Accountability & End to end ownership to deliver the support on time
• Must track CSAT & DSAT and take necessary actions to improve Users Experience
• Must have experience to manage IT operation for 1000+ end users and knowledge on BPO IT operations would be an added advantage
• Knowledge on SLA, OLA, ITIL processes
• Excellent Team management skills

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.

Job title: Real Time Analyst
Work Location: Heredia
Qualification: High School Diploma
Experience: Minimum 1 years of relevant experience
No of openings: 3

Job Description:

The RTA is responsible for providing the program leaders support by monitoring agent adherence to published schedules, with the goal of ensuring adequate resources are available to manage incoming volumes in queues throughout the day. Primary duties include conducting research, communicating with stakeholders and leadership related to adherence questions, preparing reports, and handling requests for information.

Also in charge of building reports from zero, optimizing, analysing and presenting results to stakeholders. Strong data analysis with great communication skills.

Roles and Responsibilities:

• Monitor and manage Intraday activity: Real-Time Adherence (RTA), queue activity and agent utilization to achieve interval service level goals across various teams.
• Act as point of contact for assessing and responding to escalated issues (tech issues, outages) within established turnaround times. Responsible for coordinating key activities to ensure minimal downtime.
• Administer volume contingency action plans as deemed necessary and appropriate for same-day events, including but not limited to adjustments to routing profiles and VTO/OT/make up hour recruitment.
• Complete same day exception requests, break and lunch schedule optimization, and respond to ad-hoc requests within appropriate turnaround times.
• Deliver intraday and ad-hoc reporting related to the performance of each site including but not limited to shrinkage, occupancy and outstate usage.

Required Skills:

• WFM basic knowledge (SL, occupancy, AHT, shrinkage calculations)
• Reporting/ MS Excel intermediate knowledge (create pivot tables, create formulas, Vlookup, If, Index/match, sumproduct)
• WFM system tool knowledge (Aspect, CMS Avaya, Salesforce, IEX, Varant)
• Minimum 1 + years of experience in a centralized call center environment with demonstrated exposure to real-time service level management. Experience with WFM systems.
• Excellent communication skills
• Strong organizational and problem-solving skills
• Detail-oriented and ability to multitask
• Power BI knowledge (desired)
• Salesforce, Avaya, Aspect E, WFM knowledge (desired)

Job title: Network Engineer

Work Location: Dalian, China

Experience: 1+ year

Language and No of Positions:

Fluent Japanese with reading and writing English ability – 5

Fluent Korean with reading and writing English ability – 1

Roles and Responsibilities:

• Work directly with Juniper Networks customers and partners by supporting Juniper’s Infrastructure products in the largest and most advanced IP networks in the world.
• Troubleshoot complex network issues, replicate customer issues and facilitating communication with customer, partner, and Juniper engineering staff.
• Apart from outstanding troubleshooting skills, job duties should have a good searching skill on the knowledge base and also have a excellent wring article skills for a new knowledge and upcoming features,

Required skills:

• 1+ years of industry experience working in a Customer Support role.  Experience in working in Network Operations Centres is a plus.
• Strong knowledge in IP service, Access Control, TCP/IP, networking concepts.
• Requires TCP/IP protocol knowledge, routing protocol experience and strong transferable skills in other networking disciplines.
• Requires knowledge and expertise in the protocols: VLAN, ARP, STP, IS-IS, DHCP, VRRP, RIP, OSPF, BGP, MPLS, LDP, RSVP.
• Knowledge with Multicast/COS/MP-BGP/EVPN will be a plus
• Requires analytical skills to debug and isolate problems.
• Self-starter, proactive and must be able to handle multiple tasks.
• Passion for the networking tech knowledges or new technologies related are required.
• Must have strong communication and interpersonal skills
• JNCIA/JNCIS/JNCIP/JNCIE is a plus
• CCNA/CCNP/CCIE is a plus

What do you get?

• Full-time employment and competitive salary
• Good study opportunities

Additional Benefits:

• Holiday benefits
• Project bonus
• Periodic Health examination
• Annual leave & Sick leave
• Supplementary medical insurance

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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