Service Management Support – with English OR French OR German

  • Full-time
  • 1-5 vagas
  • Expira em 15 dias
  • competitive
  • Full-time
  • 1-5 vagas
  • Expira em 15 dias
  • competitive
  • Lisboa
  • Telecomunicacoes, Administrativo

Colt Technology

Colt is setting a new standard as a network service provider. We encourage our customers to be more demanding because we know we can handle it. Driven by a strong challenger culture we are confident that we can meet our customer's needs. We are already delivering a customer experience that outweighs that of our peers. But we demand more and want to be able to measure ourselves against industries renowned for their customer-centric approach. We pride ourselves on the diverse backgrounds of our employees as we know it brings unique insights and true local expertise. Our people are defined by their ability to make things happen and deliver on their promises. Colt people support their colleagues to do an exceptional job.

· Our back office service management team act as a support to our service & contract managers, carrying out service management tasks to deliver a professional level of service to our customers
· Owning a list of accountabilities delivered to Service Management with quality and in the right timelines.
· Their support enables our service & contract managers to perform and drive all areas of Colt to make sure customers never get less than they expect.
· Responsible for the integrity of the data within the recording system and providing high quality resolution for customer queries
· Efficient communication process with internal customers

Key accountabilities
The service management support function will have some, with guidance, of the responsibilities described below:
· Escalation Support
· Reporting (Delivery, Assurance, Capacity)
· Billing Support (PO Mgmt)
· Technical Support (KMZ Requests, Diversity Checks)
· Planned Works Co-Ordination
· Colt Tool Training
· Documentation Management
· Contract Management (TOS, Novations)
· Timely and Accurate handling of Customer Issues/Requests within the agreed business KPI’s
· Help to build strong relationships with all departments within Colt
· Ensure a right first time, accurate approach to resolving our customers issues
· Managing email’s from internal customers, ensuring efficient management to meet response times
· Requires some administrative/technical experience
· Works within established procedures and with supervision
· Be able to communicate straightforward information – guidance provided on complex issues
· Developed strong  relationships with other team members and other key interfaces
· Required to negotiate on matters confined to own work load
· Developed a detailed knowledge of standard Colt processes and ways of working
· Must be able to speak & write fluent in English
· An understanding of networking technologies and products
· Problem solving
· Excel / PowerPoint Knowledge
Colt is a growing business that is investing in its people. We offer skill development, learning pathways and accreditation to help our people perform at their best, regardless of role and location.
In addition to offering competitive salaries and incentive plans, a range of benefits and local rewards packages are offered to staff. Colt recognises the importance of a work life balance.
Some benefit examples are:
· Flexible working and relaxed dress code
· Two days annually to spend on volunteering opportunities
· Access to a virtual business school for on-going learning
· Business mentoring
Colt provides network, voice and data centre services to thousands of businesses around the world, allowing them to focus on delivering their business goals instead of the underlying infrastructure.

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