Careers at Movate – Costa Rica

Job title: Welcome Center Agent
Work Location: Ultra Lag
Experience: 6+ months in Contact Centres
Education Qualification: High School Diploma

Roles and Responsibilities:

• Customer Support in technical matters.

Required Skills & Desired Skills:

• 6+ months in Contact Centres
• High School Diploma
• Previous Technical Support experience
• ADVANCED Oral English

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: 6+ Openings

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: Technical Support Agent
Work Location: UL/Terra Campus
Experience: Previous customer service experience (6 months) desirable in a technical background.
Education Qualification: High school Diploma is a must, CCNA modules are a plus

Roles and Responsibilities:

• Ticket support
• Customer support
• L1 Technical troubleshooting

Required Skills & Desired Skills:

• High school Diploma is a must, studies in a technical field is a plus
• Previous customer service experience (6 months) desirable in a technical background
• Technical studies or background
• B2+ or higher English level
• CCNA modules are a plus

Job title: L2 Sr. Technical Support – GoLang
Work Location: Hyderabad
Experience: 6-8 Years
Education Qualification: Any Degree
No of openings: 6-7

Roles and Responsibilities:

• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Coordinate and work with client Engineering team / Tool owners.
• Ability to perform project planning and scheduling, manage tasks and coordinate project resources to meet objectives and timelines
• Ability to work with business and technology subject matter experts to assess requirements, define scope, create estimates, and produce project charters
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Define strategies to provide world class support to end-users’ queries
• Logical thinking and problem-solving skills along with an ability to collaborate
• Act as the point of contact for escalations and handle them as per the escalation procedures documented
• Take responsibility to coach, train and help team members to meet the skills required to do the job
• Ready to learn and adapt to new technologies, tools / applications, processes, and escalation procedures
• Participation in ad-hoc and recurring meetings
• Should be able to manage a team and handle cross functional communications
• Shifts: 24*5 (Rotational Monthly)

Required Skills:

• Graduate and above in any field
• 6+ years of experience in application development framework and DevOps
• Good interpersonal, communication (English – verbal and written) and presentation skills
• Able to analyze the data, make data-driven decisions and should have an eye for detail
• Proficiency in the below tools will be preferred
• Expert in one or more programming languages such as Java, J2EE, Spring, etc.
• Proficiency with Java, Java Beans, Java Servlets, and JavaScript.
• Sound knowledge of Linux and Shell scripting
• Sound knowledge in DevOps tools such as Jenkins, Kubernetes, Docker/Ansible and CI / CD deployment
• Knowledge on Code repository such as Git and Github
• Knowledge on Code release management tools
• Cloud Applications (with Single Sign-On)
• Good knowledge on GCP / Azure / AWS
• Knowledge of architecture frameworks, and design principles; ability to decipher & manage technology, performance engineering.

Technical Skillsets

• Go Lang Experience Minimum 5 Yrs
• Extensive experience in tools like Ansible, Jenkins, Docker, Kubernetes, GIT/Github and build tools like Maven
• Experience in branching, tagging and maintaining the version across the environments working on Source code management tool using Git Scripting in Python and PowerShell
• Hands-on experience in AWS services like EC2, ECS, ELB, EBS, S3, VPC, IAM, SQS, RDS, Lambda, Code commit, code build etc.
• Configuring production ready CI CD setup
• Having good exposure in Jenkins for CI (Continuous Integration)
• Configure the Kubernetes cluster and worked on multiple Nodes and pods
• Experience in writing Ansible-Playbooks and apply to the yml scripts
• Creating the Docker images and Docker containers
• Good knowledge in the databases MySQL
• Hands on exp in Webservices like Apace and Tomcat etc

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Job title: L2 Mid Technical Support – Java/Python
Work Location: Hyderabad
Experience: 4-6 Years
No of openings: 6-7

Roles and Responsibilities:

• Project Lifecycles on development & maintenance projects, estimation methodologies, quality processes.
• Coordinate and work with client Engineering team / Tool owners.
• Good understanding of SDLC and agile methodologies is a pre-requisite
• Define strategies to provide world class support to end-users’ queries
• Logical thinking and problem-solving skills along with an ability to collaborate
• Act as the point of contact for escalations and handle them as per the escalation procedures documented
• Ready to learn and adapt to new technologies, tools / applications, processes, and escalation procedures
• Participation in ad-hoc and recurring meetings
• Shifts: 24*5 (Rotational Monthly)

Required Skills:

• Graduate and above in any field
• 5+ years of experience in application development framework and DevOps
• Good interpersonal, communication (English – verbal and written) and presentation skills
• Able to analyze the data, make data-driven decisions and should have an eye for detail
• Proficiency in the below tools will be preferred
• Dev Ops – Release Management, Puppet, Chef, Jenkins.

Good to have:

• Knowledge on Code repository such as Git and Github
• Knowledge on Code release management tools
• Cloud Applications (with Single Sign-On)
• Knowledge of architecture frameworks, and design principles; ability to decipher & manage technology, performance engineering.

Technical Skillsets

• DevOps
• Having good exposure in Jenkins for CI (Continuous Integration)
• Having good exposure to Release Management, Puppet, Chef.

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Job title: Technology Evangelist/Technical Evangelist (Networking) – Specialist

Work Location: Chennai

Technology Domain: Firewall & Security

Experience: 4-6 years

Roles & Responsibilities

1) Conduct Technology training for Engineers on the production floor

2) Administer Skill gap assessment and conduct refresher technology training for L1/ L2 engineers

3) Develop lab scenarios & case studies for both Level1 & Level 2 support

4) Simulate complex scenarios in the lab and provide break fix solutions

5) Proactively develop content on new technologies and offer the training through Classroom / Online Portal/ Blended

6) Periodically upgrade Knowledge & Skills on new/ emerging technologies and get certified as per the business requirement

7) Track, Measure, document and Report effectiveness of training programs delivered (Feedback, Conversion %, Learning Curve etc..)

8) Should be flexible to travel within India / abroad for delivering training as per the business need

Skill Set:

• Knowledge of TAC environment, log analysis, Packet analysis, Packet walk through scenarios
• Hands-on experience on Networking Devices
• Excellent communication and presentation skills

Networking Technology  (Common across all)

• OSI, Ethernet Frame, MTU, ARP,GARP, Proxy ARP, RARP, ICMP,IP v4/ v6, Fragmentation,  VLSM/CIDR. TCP (3 Way Handshake), MSS,  UDP, FTP- Active vs Passive, TFTP DHCP, DNS, SNMP, QoS, Syslog, Wireshark Packet Capturing & Analysis
• Utilities: Ping, Traceroute, Nslookup, Netstat

Firewall & Security

Firewall, NAT, ALG, IPSEC/VPN, Troubleshooting IPSec -VPN , SSL- VPN, Site-to-Site VPN ,Remote Access VPN, Unified Threat Management, Network Attacks/Threats,

Mitigation techniques, Vulnerability assessment ADS, Cryptography,PKI, RADIUS, AAA, EAP, TACACS ,SAML, SSO High Availability ( Active-Active, Active –Passive)

End Point Security, Certificate Server, Cloud Security , SIEM, UTM, Web Proxy Content Filtering

Industry Certification : Added Advantage

Experience in TAC / TechSupport is an added advantage

• OSI, Ethernet Frame, MTU, ARP,GARP, Proxy ARP, RARP, ICMP,IP v4/ v6, Fragmentation,  VLSM/CIDR. TCP (3 Way Handshake), MSS,  UDP, FTP- Active vs Passive, TFTP DHCP, DNS, SNMP, QoS, Syslog, Wireshark Packet Capturing & Analysis
• Utilities: Ping, Traceroute, Nslookup, Netstat

Firewall & Security

Firewall, NAT, ALG, IPSEC/VPN, Troubleshooting IPSec -VPN , SSL- VPN, Site-to-Site VPN ,Remote Access VPN, Unified Threat Management, Network Attacks/Threats

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Job title: Team Lead – Customer Support (Call center)
Location: Temple, TX (Onsite)
Education: High School Diploma
Experience:  2+ years of experience in a Customer Service Role
No of Openings: 4

Summary:

• Supervise and lead a team of call center representatives
• Monitor and evaluate team performance to ensure quality customer service
• Provide coaching and feedback to team members to improve performance
• Handle escalated customer inquiries and resolve issues in a timely manner
• Analyze call center data and generate reports on team performance metrics
• Collaborate with other departments to improve processes and customer satisfaction

Required Skills:

• Minimum of 2 years of experience in a call center environment
• Proven experience in sales or customer service
• Strong leadership skills with the ability to motivate and inspire a team
• Excellent communication skills, both verbal and written, in English and Spanish
• Ability to analyze data and make informed decisions to drive performance improvements
• Proficient in project management techniques and tools
• Multilingual skills are a plus

Desired Skills:

• Previous call center team lead experience
• Experience in a 24/7 call center Supervisory Responsibilities

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

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Job title: Senior Director – Client Services
Location: Orange County, California
Experience:  10+ years of experience
No of Openings: 1

(Applicable only for candidates living or willing to relocate or in a travel distance of one or two hours from Orange County)

Summary:

• We are looking for a seasoned Client Services Leader with strong track record in delivering operational performance and managing client relationships within our existing services portfolio.
• This senior role would be responsible for client portfolios in their assigned sites/programs and overall accountability for the delivery of client strategy at their site/location. “A Passion for People” is key. In addition, they would be accountable for the financial performance of their portfolio

Roles and Responsibilities:

• As a Client Services lead, you would be responsible to manage a portfolio of client accounts ensuring profitability, quality service delivery, and client satisfaction
• Client delivery performance: Manage a team of operational leaders in support to ensure the fulfilment of all commitments to the client
• Develop and implement operational practices that establish positive employer-employee-client relationships and promote high levels of employee morale
• Develop strong rapport with clients, business partners and internal business partners by providing support, information, and guidance, researching, and recommending new opportunities
• Establish strong relationships with clients. Lead periodic reviews with clients, including MBRs, QBRs, etc.
• Manage the portfolio P&L and drive invoicing and cash collection according to contractual agreements
• Drive operational improvements, including optimizing resource allocation across teams, measuring progress against business goals
• ·Participate/lead cross-functional strategic planning activities to plan budgets, expansion plans and operational plans (service design, operations costs, HC, hiring, etc.)

Required Skills:

• 10+ years of experience in BPO Operations management with client-facing roles
• Significant experience in client-facing aspects such as presentations, reviews, and negotiations
• People management experience, having managed teams and organizations at multiple levels
• Experience in contact center performance optimization and KPI management.
• Comprehensive working knowledge of outsourcing contract structures and pricing mechanisms
• Ability to connect and work with business, procurement, and vendor management organizations across multiple functions

Desired Skills:

• The ideal candidate will be an experienced Client Services professional with a proven track record of driving net new business and managing executive-level relationships.

Job title: Vice President of Enterprise Applications
Location: Chennai
Education: Bachelor’s / Master’s degree
Experience: 18 – 20 years

Roles & Responsibilities

• Define and execute the enterprise applications strategy and digital roadmap, ensuring alignment with the business objectives and priorities of the organization.
• Manage the full lifecycle of enterprise applications development, customization, integration, testing from planning and analysis to deployment and support.
• Establish and enforce best practices, standards, and methodologies for enterprise applications development, testing, quality assurance, security, and performance.
• Lead, mentor, and develop a high-performing team of enterprise applications professionals, fostering a culture of innovation, collaboration, and customer satisfaction.
• Manage the budget, resources, and vendors for enterprise applications projects and initiatives, ensuring timely delivery and quality outcomes.
• Monitor and evaluate the performance, availability, and reliability of enterprise applications, ensuring compliance with service level agreements and regulatory requirements.
• Identify and resolve issues and risks related to enterprise applications, escalating as appropriate.
• Stay abreast of the latest trends, technologies, and best practices in enterprise applications, and evaluate and recommend innovative solutions and enhancements to meet the evolving needs of the organization.
• Communicate and present effectively the status, progress, and results of enterprise applications projects and initiatives to senior management and other stakeholders.
• Should have started and worked his/her career starting from Enterprise Application development, testing, deployment, and management, doing program management, delivery, and operation.
• Should have grown his/her career in this managing and supporting end to end enterprise application and grown at senior role.

Required and Desired skills:

• Bachelor’s degree in computer science, Information Systems, or related field. Master’s degree preferred.
• Should have 18-20 years of experience in enterprise applications development, implementation, and management, with at least 8 years in a senior leadership role managing program, delivery and operation, application business requirement design and development, testing, development, and deployment.
• Proven track record of successfully delivering complex and large-scale enterprise applications projects on time, on budget, and on scope.
• Strong knowledge and experience in various enterprise applications platforms and technologies, such as various enterprise programming languages, API, integration and frameworks, ERP, CRM, BI, ETL, web services, cloud computing, etc.
• Excellent leadership, communication, interpersonal, and problem-solving skills.
• Ability to work effectively in a fast-paced, dynamic, and collaborative environment.
• Ability to influence and negotiate with internal and external stakeholders at all levels.
• Certifications in relevant enterprise applications technologies and methodologies are a plus.
• Must have experience in Java, .Net, DevOps, Python, Cloud, Microservices, SAP, Databases – MSSQL, MySQL or similar application development and maintenance.

Job title: Quality Assurance Analyst – Customer Support
Designation: Associate / Senior Associate
Work Location: Chennai
Experience:  2-5 years
Education Qualification: Any Graduation Degree
No of openings: 5+ Openings

Roles and Responsibilities:                                                                                        

• Monitor calls to ensure the process is followed as per guidelines.
• Quality check product knowledge, policies, and procedures
• Improves customer satisfaction and call quality by monitoring agents and providing feedback via one-on-one and group coaching sessions.
• Must have demonstrated strong organizational, time-management, and written and oral communication skills.
• Participates in Joint call monitoring with client, facilitates internal and external calibration sessions.
• Coordinate with Team lead, Trainers on the calibration of service processes.
• Create quality reports for supervisors and management on individual agents to suggest actions for improvement.
• Meet with Team Lead, Supervisors and Trainers on actions plan. Build reporting on Project level trends, scoring, and based on ad hoc requests
• Provides focused quality audits and performance feedback to team leaders/supervisors and managers for assigned teams within the timeframe guidelines.
• Act as a key stakeholder will keep management informed on all critical situations.
• Documenting quality issues, performance measures and quality improvements for management review.
• Models and shares best practices with team members with ability to receive feedback and act when appropriate.

Required Skills and Desired Skills

• 2-5 years relevant work experience
• Requires interpersonal skills with the ability to work with both management and staff employees.
• Previous Quality Assurance experience preferred.
• Currently meeting or exceeding KPI’s
• Previous experience in a Customer Service organization and call center required. Possess analytical skills and can read and interpret data.
• Excel and Power Point experience preferred. Able to handle multiple tasks while working independently and collaborate with tact and diplomacy

Job title: Professional Services Engineer
Work Location: Mauritius
Qualification: Bachelor’s Degree
Experience : 5+ years of experience
No of openings: 1

Roles and Responsibilities:

• Understand the customer requirements and deliverables and create solution design deliverables
• Present the project cloud security proposed solutions to the Customer
• Create and deliver detailed and professional level documentation
• Understand System integration with SSO, AD, Virtual Machines, containers
• Understand Web Proxies, Cloud API’s, Firewalls, VPN & DLP solutions
• Create evaluation test plans
• Self Project Manage and deliver services on-time
• Create knowledge documentation and deliver hands-on knowledge transfer sessions to the Customer
• Working closely with customers and their Technical Team

Required Skills:

• 5+ years of experience as a Professional Services Consultant with a proven track record and demonstrable skills at presenting technical information at the business executive level or at the architect level
• Excellent knowledge and prior experience implementing network security technologies including but not limited to: Proxies, NG Firewalls, SSL/IPSec, VPN’s, SSO, DLP and Encryption gateways
• Demonstrable experience with systems installation, configuration and administration UNIX/Linux and Windows-based systems (prior Active Directory/LDAP experience desirable), MDM, Cloud APIs, strong Networking concepts
• Data Encryption technologies
• SIEM, Load Balancing Technologies
• Network and Security Architecture Experience
• Scripting Language (Python, bash)
• Data compliance regulations understanding: GDPR, HIPAA, PCI, PII, ITAR, GLBA, SOX, etc.
• Experience with working with Fortune 500 companies
• Travel required up to 33%.

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.

Job title: Associate Director/ Director – Technology Delivery
Location: Chennai / Bangalore / Hyderabad
Experience:  15-20  years
Education Qualification: Any Graduation

Roles and Responsibilities:

• Solution Architect should be able to work on pre-sales and will be responsible for understanding business requirements of the clients/prospective clients in digital implementation areas and address the needs of the clients.
• Should be able to decide Technology stacks, balance between best technology and price for all RFPs and closely work with pre-sales team on solutioning
• Define needed architecture, governance, standards, principles, and guard rails to meet development best practices, data governance, and security requirements
• Accountable for end to end Technical Solution Architecture and Sizing

Required and Desired Skills:

• 15+ years of experience as Techno-Manager – Architect with strong management experience.
• Should have lead multiple technology streams includes CSPs like AWS, Azure, Google, Salesforce, ServiceNow, Java, .Net, PHP, Database, EDW, BI and AI/ML
• Should have experience in managing teams in multiple domains and technologies; executing full life-cycle development projects, working with cross functional teams and team management
• Should have strong experience in SCRUM and other SDLC Process
• Provide critical input to inform and drive development of Center of Excellence

Job title: Customer Service Representative
Location:  Wroclaw, Poland (Onsite)
Education: High School Diploma
Experience:  1+ years of experience in a Customer Service Role
No of Openings: 10+

Summary:

• Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms.
• Developing and maintaining positive customer relations (CRM) with clients/customers, which can substantially affect service and/or product revenue(s).
• Works with various departments to meet maintenance services sales goals.

Roles and Responsibilities:

• Handle all customer contacts (phone, email & live chat), following the Customer Service guidelines & procedures in a timely manner as per the defined SLAs (service level agreements).
• Should possess the right experience (customer support for maternal and female health products, dealing with new parents and first-time users) and can provide that natural empathy that only someone with direct experience can.
• Preferred candidates will be experienced mothers, Dads, and Grandparents interested in the role of helping first-time parents with customer products.
• Native fluency in German or Dutch languages.
• Agents will educate, advise, and be storytellers that help differentiate the Client’s service offerings from anything their competitors offer.
• Must possess excellent oral & written communication skills in the language desired.
• Must have strong customer service skills.
• Familiarity with using computers and basic system applications.
• Ability to effectively use online search engines at basic and advanced levels.
• Respond to all customer inquiries courteously and professionally, delivering world-class customer service that builds customer satisfaction and loyalty.
• Provide exceptional customer service at all times.
• Ensure all transactions are documented appropriately.
• Ensure to achieve all KRA and KPIs for the project.
• Maintain a high level of adherence and compliance towards policies, processes, and procedures.

Required Skills:

• Must have at least 6-12 months of experience in customer support BPO.
• High school diploma or GED, College preferred.
• Must be organized and detail-oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills, capable of providing that natural empathy that only someone with direct experience can
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities and take on additional tasks as needed.