Job details

Work Location

San José

State / Region / Province

San Jose

Country

Costa Rica

Domain

Operations

Interest Group

IBPO Costa Rica

Company

IBPO Costa Rica

Requisition ID

134840BR

Job description

Information Services Coordinator
Location: San Jose, Costa Rica
*English, Spanish, and Portuguese is required for this role*

The ISC Services Specialist plays a critical role in ensuring the seamless execution of service operations, including entitlement verification, quote accuracy, service part coordination, contract management, and billing. This role supports internal teams and external customers by ensuring compliance, timely service delivery, and financial accuracy across the service lifecycle.

Responsibilities:

1. Entitlement & Quotation Management

• Verify customer entitlements to determine service coverage.

• Ensure accuracy and compliance of quotes with legal and contractual terms.

• Provide timely and accurate quotes to customers.

• Release service delivery promptly upon quote acceptance.

2. Service Delivery & Case Management

• Work within the Customer Services organization to manage service cases and work orders.

• Handle exceptions and ensure completion within SLA.

• Collaborate with the Customer Care Centre to meet customer expectations.

• Route overdue or misdirected cases to appropriate departments.

• Resolve incomplete cases to ensure financial integration.

3. Invoicing & Financial Coordination

• Ensure T&M invoices align with actual services delivered.

• Issue T&M and contract invoices; manage credit notes and re-billing.

• Collaborate with Accounts Receivable to resolve invoice disputes.

• Work closely with the Contracts Team for accurate cost allocation.

4. Service Parts Administration

• Coordinate the flow of service parts to ensure timely delivery.

• Monitor part orders, delivery status, and resolve issues such as delays or incorrect shipments.

• Prevent unnecessary stock buildup and ensure timely return of parts to vendors.

• Communicate with vendors and internal teams about supply chain interruptions.

5. Contract Management

• Create and maintain service contracts in the management system.

• Add contract features, pricing, and billing details.

• Link contracts to the correct Installed Base Products.

• Manage contract renewals, terminations, and credit memos as needed.

Qualifications:

Basic

High School Diploma or GED equivalentAt least 2 years of experience in service operations, customer service, or contract management.

Preferred:

Experience in handling service parts logistics and vendor coordination.Knowledge of SLA management and exception handling.Familiarity with legal and compliance aspects of service contracts.Strong understanding of service delivery processes and financial systems.Proficiency in ERP/CRM systems and Microsoft Office Suite.Excellent communication, problem-solving, and organizational skills.

About US

Infosys BPM Limited, a wholly owned subsidiary of Infosys Limited (NYSE: INFY), provides end-to-end transformative business process management (BPM) services for its clients across the globe. The company’s integrated IT and BPM solutions approach enables it to unlock business value across industries and service lines, and address business challenges for its clients. Utilizing innovative business excellence frameworks, ongoing productivity improvements, process reengineering, automation, and cutting-edge technology platforms, Infosys BPM enables its clients to achieve their cost reduction objectives, improve process efficiencies, enhance effectiveness, and deliver superior customer experience.

Infosys BPM has 47 delivery centers in 16 countries spread across 5 continents, with 58,702 employees from 110 nationalities, as of December, 2024.

The company has been consistently ranked among the leading BPM companies globally and has received over 60 awards and recognitions in the last 5 years, from key industry bodies and associations like the Outsourcing Center, SSON, and GSA, among others. Infosys BPM also has very robust people practices, as substantiated by the various HR-specific awards it has won over the years. The company has consistently been ranked among the top employers of choice, on the basis of its industry leading HR best practices. The company’s senior leaders contribute widely to industry forums as BPM strategists.