Careers at Movate – Philippines

Job title: Customer Support Representative
Work Location: Ebene, Mauritius
Experience:  0-6 Months (Freshers can also apply)
Education Qualification: SC (School Certificate)
No of openings: 50+ Openings

Roles and Responsibilities:                                                                                         

• As part of our team, you will provide a premium telephone and email service to our customers: private customers, professionals and various partners
• You will identify the needs and priorities of customers, in order to offer an adapted solution to their expectations
• You will make quotes, manage negotiations until the reservation is validated and additional products are sold
• You will guide the customer throughout the booking process until the vehicle is picked up: modifications, cancellations.
• You will guide the customer throughout the rental period: various information, questions about the vehicle, extension, change of return location.
• You are available for the customer after the drop off of the car to answer questions and deal with any disappointments.

Required Skills & Desired Skills                                                                                  

• Experience:  0-6 Months (Freshers can also apply)
• Excellent oral and written communication skills in French and English
• Has or has had commercial training or initial experience in the field of sales or services (tourism, hotels, travel agencies)
• Prior experience in customer relations is highly preferred
• Is tenacious and persuasive, with a strong results orientation
• Good telephone skills and service orientation
• Demonstrates commitment and perseverance
• Is dynamic, rigorous, and has a great capacity to adapt
• Willing to work weekends and shifts

Documents Required:

• Updated CV
• Current employer’s Last 3 months’ Payslip (If any)
• Attestation letter of your recent employer (If any)
• Academic qualifications documents
• National ID Card
• Utility Bill
• Passport Size Picture

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: 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: Customer Care Specialist
Work Location: Colombia
Experience: 6 months +
Education Qualification: High School
No of openings: 12

Roles and Responsibilities:

• Answers inbound phone calls, Chat and emails 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.
• 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.
• 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.

Required and Desired Skills:

• Advanced English
• Team building and learning.
• At least 6 months of experience in Customer Service
• Great communication skills and interpersonal skills
• Good analytical and problem solving skills

Job title: Technical Support Engineer

Work Location: Dalian, China

Experience: Minimum 1.5 years

Qualification: Bachelor’s degree in computer science, Engineering or equivalent

No of openings: 1

Roles and Responsibilities:

• Handles first level calls/cases from SL3/SL4 customers

• Case ownership, documentation and management

• Customer Management, Setting right expectation, Situation handling

• Driving case progression as per the SLA

• Utilizing tools and systems

• Working with relevant groups in the client organization (SE, Support Manager, L3) for case

progression and updates

• Backlog Management and meet the expectation set with customers

• Work on pending cases(backlogs) and drive towards closure

• Periodic follow up as per SLA defined by the client

• Process, Queue Adherence and SLA awareness

• Adhere to the process guidelines specified for the defined environment (SIP, ISO etc.)

• Knowledge Base Article Creation when there is an opportunity for it

• To contribute knowledge base and the knowledge sharing forum

• Improving customer experience and Building relationship

• Completing ACE and PCNSE certification within 120 days of go-live

Qualifications & Experiences::

• Bachelor’s degree in computer science, Engineering or equivalent or demonstrated skill

and/or related industry experience

• Good understanding of OSI Model, TCP/IP protocol suite (IP, ARP, ICMP, TCP, UDP, SNMP,

FTP, TFTP).

• Experience in VLANS, Tagging – IEEE 802.1q, 802.3ad, 802.1d, 802.1w.

• Experience in IPSEC VPN/SSL-VPN/NAT/GRE/

• Experience on routing protocols – RIP V1/V2, OSPF, and BGP

• Knowledge on Authentication Protocols like TACAS/RADIUS/802.1x

• Working knowledge on Cisco, Checkpoint, Juniper, Fortinet, SonicWALL, NetScreen, Juniper

SRX will be an advantage.

• Experience on troubleshooting tools like Sniffer, Ethereal, and Wireshark.

• CCNA, CCNP, Checkpoint Certification, CCSP certifications will be an added advantage.

• Knowledge of DHCP.

Language:

• Fluent English ability & Korean ability

Job title: Vice President of Solutions – Sales
Location: USA
Experience: 15+ years of experience

Summary:

• The VP – Solutions will bring extraordinary focus and expertise in designing, implementing, and scaling dynamic solutions focused on client-centricity, growth, and well-being.
• The candidate should be a dynamic people leader who understands the bigger picture and can balance strategic vision and thought leadership with execution excellence.
• The ability to create solutions that highlight core operational expertise in B2C support combined with cutting-edge digital solutions that solve needs across the customer lifecycle/journey is critical to the success of this role.
• Being able to listen to customer problems and craft solutions spontaneously, by considering capability, industry trends, and examples of similar engagements and/or solutions is essential.

Roles and Responsibilities:

• Responsible to partner with sales and account management to drive relationship elevation and business growth by presenting Movate solutions, services offerings and capabilities to clients clearly articulating our value proposition, differentiators, and ROI.
• Work closely with cross-functional teams from solutions, bid management, innovation labs, operations, and other functional stakeholders (recruitment, quality, training, etc.) to build customer specific solutions.
• Contribute to and execute Go-to-Market strategy.
• Identify potential strategic partners, alliances and relationships that will increase the deployment of Movate solutions and services within current/new clients.
• Provide support to the sales team in executing the complete sales process for existing and new customers from deal capture through close, demonstrating successful client analysis, qualification and presentation, and proposal of solutions.
• Ability to be consultative through the sales process and work from the ground up on solutions to close deals.
• Establish strong relationships and credibility with clients.
• Build high performance teams, improve organizational efficiencies, build scalable business processes and infrastructure.
• Provide competitive intelligence on pursuits and leverage collective strength of the organization to present winning solutions to the client.
• Provide market feedback to the executive management team and identify opportunities that enhance our solutions, business, and revenue.

Required Skills:

• 15+ years of work experience, with experience in solutions, operations, or relationship management selling B2C support services, preferably in the technology domain (not a requirement, will be an advantage)
• Strong internal and external client and stakeholder facing skills with excellent communication, negotiation, and solution skills.
• Develop and drive analytics solutions, digital transformation, deploy automation led solutions, and service improvements to deliver value added services to the clients with the primary focus of driving a better customer experience and ROI.
• Experience with socializing and presenting solutions, analysis, proposals, and strategies to organizational leaders.
• Strong analytical and problem-solving skills; ability to analyze data, understand trends and develop solutions for action based on the analysis.
• Ability to conduct thorough research to understand customers stated and non-stated needs and build cohesive solutions across suite of solutions that could cut across multiple delivery verticals.
• Work with stakeholders across multiple buying centers (Operations, IT, Procurement, Marketing, etc.) in the client organization to garner support for the proposed solution.
• Strong track record of cross-functional leadership, general management capabilities.
• Strong business acumen and the ability to successfully navigate and influence strong personalities within a complex business environment.
• Ability to pay attention to detail while handling multiple, simultaneous projects. Excellent communication and facilitation skills, proven track record of building strong relationships with stakeholders.
• Data driven with a keen eye for detail – proactive identification of failure points/risks and develop action/mitigation plans.
• Ownership & accountable – for the team performance (SLAs and KPIs).
• Previous senior level consultative sales experience, specifically working with C level executives to negotiate and close deals.

Job title: Director / Senior Director – Sales Hunter
Location: USA
Experience: 10+ years of relevant sales experience

Summary:

You’re eyeing the most resilient, fastest growing, and most awarded technology consulting services provider in the industry! With a strong growth rate and numerous recognitions under the belt, Movate is setting the stage for transformation and adapting for tomorrow. You’ll take charge of hunting new business accounts for our B2C Support / Customer Experience management Services across services such as Sales, Customer Service, Billing, Technical Support, Premium Services, Retention, Account Management, Digital Transformation Services and Analytics. If you have passion for hunting and are a dynamic people leader who understands the bigger picture and can balance strategic vision and thought leadership with execution excellence, this is the role for you.

• We are looking for passionate and experienced candidates with a proven track record of acquiring new logos.
• Experience in selling B2C support / customer experience management services across the customer lifecycle
• Target industry verticals include but are not limited to technology (across sectors), retail, ecommerce, fintech, hospitality, travel, mobility, and marketplace apps
• This individual will have end-to-end sales cycle responsibility for customer acquisition and stakeholder management and will be responsible for supporting the strategy and execution of Movate growth

Roles and Responsibilities:

• Meet / exceed revenue targets through recognised revenue from new logos acquired and through active pipeline management.
• Build high performance teams, improve organizational efficiencies, build scalable business processes to exceed goals
• Contribute to and execute Go-to-Market strategy for Movate
• Identify and implement comprehensive business development and sales strategies by leveraging Movate service offerings.
• Create a defined set of target accounts across desired industry verticals. Develop and execute a pursuit strategy for them.
• Ability to be consultative through the sales process and work from the ground up on solutions to close deals.
• Provide competitive intelligence on pursuits and leverage collective strength of the organization to present winning solutions to the client.
• Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue.
• Manage opportunities across the entire sales cycle including qualification, pitching, presenting, manage proactive proposals / RFPs, and closing deals with internal support groups (Pre-sales, Marketing, Inside-sales, delivery, and operations)
• Use internal sales tracking tools diligently to maintain a full record of all sales activity and generate reports for stakeholders, providing visibility into the sales pipeline.
• Present entire portfolio of Movate solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed).
• Identify potential strategic partners, alliances and relationships that will increase the deployment of Movate solutions and services within current clients.

Required Skills:

• At least 10+ years of relevant sales experience from organization that is engaged with Gig workforce facilitating Customer Experience / Contact Centers
• A seasoned hunter, skilled at generating their own leads through cold calling, research, networking, industry relationships and partners
• Experience in managing a team of hunters who would be performing similar roles across a pre-designated set of target accounts
• A self-starter with a passion for New Logo Sales and Business Development.
• Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
• Ability to represent company in external forums, conferences, analyst / advisor meetings, panels, etc.
• Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins
• Previous executive level consultative sales experience, specifically working with C suite executives to negotiate and close deals.
• Highly skilled and proven track record of sales negotiation and executive leadership relationships
• Track record of meeting and/or over-achieving sales revenue targets
• Negotiate pricing and contracts. Meet and exceed quota standards.

Job title: Director / Senior Director – Sales Hunter OnDemand
Location: USA
Experience: 10+ years of relevant sales experience

Summary:

You’re eyeing the most resilient, fastest growing, and most awarded technology consulting services provider in the industry! With a strong growth rate and numerous recognitions under the belt, Movate is setting the stage for transformation and adapting for tomorrow. You’ll take charge of hunting new business accounts for our B2C Support / Customer Experience management Services across services such as Sales, Customer Service, Billing, Technical Support, Premium Services, Retention, Account Management, Digital Transformation Services and Analytics. If you have passion for hunting and are a dynamic people leader who understands the bigger picture and can balance strategic vision and thought leadership with execution excellence, this is the role for you.

• We are looking for passionate and experienced candidates with a proven track record of acquiring new logos.
• Experience in selling B2C support / customer experience management services across the customer lifecycle
• Target industry verticals include but are not limited to technology (across sectors), retail, ecommerce, fintech, hospitality, travel, mobility, and marketplace apps
• This individual will have end-to-end sales cycle responsibility for customer acquisition and stakeholder management and will be responsible for supporting the strategy and execution of Movate growth

Roles and Responsibilities:

• Meet / exceed revenue targets through recognised revenue from new logos acquired and through active pipeline management.
• Build high performance teams, improve organizational efficiencies, build scalable business processes to exceed goals
• Contribute to and execute Go-to-Market strategy for Movate
• Identify and implement comprehensive business development and sales strategies by leveraging Movate service offerings.
• Create a defined set of target accounts across desired industry verticals. Develop and execute a pursuit strategy for them.
• Ability to be consultative through the sales process and work from the ground up on solutions to close deals.
• Provide competitive intelligence on pursuits and leverage collective strength of the organization to present winning solutions to the client.
• Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue.
• Manage opportunities across the entire sales cycle including qualification, pitching, presenting, manage proactive proposals / RFPs, and closing deals with internal support groups (Pre-sales, Marketing, Inside-sales, delivery, and operations)
• Use internal sales tracking tools diligently to maintain a full record of all sales activity and generate reports for stakeholders, providing visibility into the sales pipeline.
• Present entire portfolio of Movate solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed).
• Identify potential strategic partners, alliances and relationships that will increase the deployment of Movate solutions and services within current clients.

Required Skills:

• At least 10+ years of relevant sales experience from organization that is engaged with Gig workforce facilitating Customer Experience / Contact Centers
• A seasoned hunter, skilled at generating their own leads through cold calling, research, networking, industry relationships and partners
• Experience in managing a team of hunters who would be performing similar roles across a pre-designated set of target accounts
• A self-starter with a passion for New Logo Sales and Business Development.
• Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
• Ability to represent company in external forums, conferences, analyst / advisor meetings, panels, etc.
• Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins
• Previous executive level consultative sales experience, specifically working with C suite executives to negotiate and close deals.
• Highly skilled and proven track record of sales negotiation and executive leadership relationships
• Track record of meeting and/or over-achieving sales revenue targets
• Negotiate pricing and contracts. Meet and exceed quota standards.

Job title: L2 Mid Technical Support – GoLang
Work Location: Hyderabad
Experience: 4-6 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.
• 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

• GoLang – Min Exp 2 Yrs
• Having good exposure in Jenkins for CI (Continuous Integration)
• Having good exposure to Release Management, Puppet, Chef,

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Job title: L2 Sr. Technical Support – Java/Python
Work Location: Hyderabad
Experience: 6-9 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)

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Job title: Associate Director Sales – Enterprise Product Support Services
Location: Chennai / Bangalore / Hyderabad
Experience:  10+  years

Summary:

You’re eyeing the most resilient, fastest growing, and most awarded technology consulting services provider in the industry! With a strong growth rate and numerous recognitions under the belt, Movate is setting the stage for transformation and adapting for tomorrow. You’ll take charge of hunting new business accounts for our B2B Support / Enterprise Product Support Services. If you have passion for hunting and are a dynamic people leader who understands the bigger picture and can balance strategic vision and thought leadership with execution excellence, this is the role for you.

Roles and Responsibilities:

• Meet / exceed revenue targets through recognised revenue from new logos acquired and through active pipeline management.
• Build high performance teams, improve organizational efficiencies, build scalable business processes to exceed goals
• Contribute to and execute Go-to-Market strategy for Movate
• Identify and implement comprehensive business development and sales strategies by leveraging Movate service offerings.
• Manage end-to-end sales cycle responsibility for customer acquisition and stakeholder management and will be responsible for supporting the strategy and execution of Movate growth
• Create a defined set of target accounts across desired industry verticals. Develop and execute a pursuit strategy for them.
• Target industry verticals include but are not limited to technology (across sectors), retail, ecommerce, fintech, hospitality, travel, mobility, and marketplace apps
• Ability to be consultative through the sales process and work from the ground up on solutions to close deals.
• Provide competitive intelligence on pursuits and leverage collective strength of the organization to present winning solutions to the client.
• Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue.
• Manage opportunities across the entire sales cycle including qualification, pitching, presenting, manage proactive proposals / RFPs, and closing deals with internal support groups (Pre-sales, Marketing, Inside-sales, delivery, and operations)
• Use internal sales tracking tools diligently to maintain full record of all sales activity and generate reports for stakeholders providing visibility to the sales pipeline.
• Present entire portfolio of Movate solution offerings and capabilities to customers clearly articulating our value proposition and differentiators with right alignment with Solution Architects (as needed).
• Identify potential strategic partners, alliances and relationships that will increase the deployment of Movate solutions and services within current clients.

Required and Desired Skills:

• At least10+ years of relevant sales experience, from Enterprise Product Support Services background
• Minimum 5 years of latest experience in US focused sales.
• A seasoned hunter, skilled at generating their own leads through cold calling, research, networking, industry relationships and partners.
• Experience in selling B2B support / Enterprise Product Support services across the customer lifecycle
• Experience in managing a team of hunters who would be performing similar roles across a pre-designated set of target accounts
• A self-starter with a passion for New Logo Sales and Business Development.
• Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
• Ability to represent company in external forums, conferences, analyst / advisor meetings, panels, etc.
• Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins
• Previous executive level consultative sales experience, specifically working with C suite executives to negotiate and close deals.
• Highly skilled and proven track record of sales negotiation and executive leadership relationships
• Track record of meeting and/or over-achieving sales revenue targets
• Negotiate pricing and contracts. Meet and exceed quota standards.

Job title: Account Manager – Telecommunications
Location: Chennai
Experience: 10- 20 years

Roles and Responsibilities:

• Manage a portfolio of accounts in Telecom unit selling all the service lines
• Manage the portfolio revenue and margin goals for the given financial year
• Drive KPIs, SLA’s and evangelize the adoption
• Lead customer relationship representing all service lines as portfolio leader
• Provide delivery oversight to fulfil contractual obligations as per the MSA and SOWs.
• Develop account plans, sales growth strategy and execute the same
• Interface with Marketing to support brand-building initiatives among potential customers
• Provide market feedback to the executive management team and identify opportunities that enhance our business and revenue
• Identify and implement comprehensive business development and sales strategies by leveraging Movate service offerings. Also position Movate’s expertise in identified areas, help create unique differentiators
• Define customer strategy / priorities for the practice, based on a clear understanding of customer needs and pain points
• Respond to RFPs working collaboratively with pre-sales and solutions teams
• Collaborate with delivery teams to ensure timely fulfillment of open requirements
• Provide inputs to solutions teams about market trends and competitive intelligence to sharpen solutions
• Identify potential strategic partners, alliances, and relationships on an on-going basis to grow the business
• Drive sales excellence and CSAT in collaboration with the delivery organization

Required and Desired skills:

• 10-20 years of relevant experience in IT Industry
• Should have experience of working with Telecom Clients and should have experience of Client Relationship Management/Account Management, Onshore and offshore delivery models
• Going beyond existing stakeholders, mapping new LOB’s / Stakeholders, and positioning Movate services around Digital Engineer Services
• Understanding of industry business trends and current challenges, and ability to carve potential opportunities based on internal capabilities and offerings
• Proven experience of successful client relationship management and delivering account growth within Microsoft Account
• Proven track record of being able to grow existing book of business be it upsell and cross sell services into other buying centers of the same organization
• Ability to connect and work with business, procurement, and vendor management organizations across multiple functions.
• Ability to work their way up the value chain through proactive proposals and thought leadership.
• Assertive, yet consultative sales acumen.
• A self-starter with a passion for Business Development.
• Strong understanding of market trends and ability to create end-to-end, multifaceted, go-to market strategy for service line.
• Experience in implementing best practices sales methodologies and techniques.
• Develop and optimize a sales pipeline, manage pursuit strategies focused on senior executives to deliver new client wins.
• Track record of meeting and/or over-achieving sales revenue targets by being able to match services offerings with customer needs

Location: Temple, TX (Onsite)

Education: High School Diploma

Experience:  Minimum 6 months in a Customer Service Role

No of Openings: 50+

Summary:

• Maintains direct contact with customers before and/or after the sale, via telephone, email, chat or through other social media platforms.
• Supports sales team by 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.
• Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management.
• Focus of work may be in pre-sale or post-sales or both

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).
• Proactively remaining current with internal customer service Standard Operating Procedures (SOPs)
• Investigating fraudulent player behaviour, taking appropriate actions as per the SOP such as monitoring transactions & customer records via internal and external fraud prevention systems.
• Communicating through Customer Relationship Management and incident tools.
• Provide Know Your Customer and document verification services to customers.
• Additional tasks may be required including updating & creating SOPs, investigating patron complaints, and outbound campaigns.
• Show a commitment to ensuring responsible gaming.
• Use both internal and external systems to access player personal data, including transaction history, payment details/history, responsible gaming limits, exclusion status, physical location during play, and identity verification to help resolve player queries and problems. Systems include but are not limited to OPS, THOR, GeoComply, and various payment processing back offices.

Required Skills:

• 1+ years of experience in a Customer Service position, preferably in a 24/7 Call Center environment.
• Flexibility to work Monday – Sunday any 8 hours between 8 AM-8 PM EST/ 2 PM – 2 AM EST (we will be allotting), including all holidays.  There are no exceptions to this rule.
• High School diploma (or equivalent)
• Must be organized and detail-oriented with a strong focus on providing superior Customer Service.
• Excellent written and verbal communication skills, capable of explaining technical issues in a comprehensive manner
• Strong time management skills that enable you to perform and deliver results with high work volumes.
• A flexible team player who is willing to do ad-hoc tasks, quickly shift work priorities, and take on additional tasks as needed.
• Enthusiastic and positive attitude, with a strong desire to learn all aspects of the business.
• Must be able and willing to operate in a 24/7 shift work environment.

Desired Skills:

• Previous experience in the Online Gaming industry
• Any technical certification or secondary education
• Experience in a 24/7 call center Supervisory Responsibilities

Eligibility criteria: 

• Online Assessment to be completed
• Min 6 months of experience in a call center environment
• Must be able to commute to Temple, TX

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: 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