Job Description

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.




Role Profile





Job Level

PT2 Core



Reporting to

Team Leader



Function

O&E - Network Operations



Primary job location

Bangalore/Gurgaon





Role purpose



At Colt we are changing the perception of our business and industry sector. As part of this transformation we are growing new services and teams to facilitate and drive the business to the next level. Colt provides world-class network and communications services to information\xe2\x80\x93intensive businesses across Europe, Asia and North America. With local market understanding and global reach - Colt is big enough to deliver and small enough to care.

• Management of Faults with, third parties \xe2\x80\x93partners, vendors and data centers - to ensure the satisfactory and prompt resolution of customer incidents and service requests on a 24/7 customer support environment.
• Interaction with Colt customers and understand the service and business impact.
• Providing Incident support on customer tickets to account Managers and work with support teams for the faster resolution of the Incident and customer requests.
• Drive improvements in customer relationships and delivery of customer excellence across the team
• Responsible for the integrity of the data within the Incident recording system and providing high quality information to other support teams.
• Working closely with vendors and other license operators for the resolution of incident\xe2\x80\x99s .
• Efficient communication process with the customer with respect to customer segmentation
• Liaison with customers to keep them informed on the progress for their incident/service request.
• Customer notification of changes and planned works.
• Liaison with other Colt teams to resolve customer incidents.
• Incident Report creation and answering customer queries post incident.
• Quick relation of customer incidents to any ongoing major network fault

Key accountabilities

• Respond to all Incidents and Request within specified SLA\xe2\x80\x99s in 24X7 operations
• Handling Customer calls in language Specific
• Manage emails from Internal and External customers in German Language and English language, within defined SLA\xe2\x80\x99s.
• Regular communication with customers on the progress of their tickets.
• End to end ownership of the resolution and communication for customer tickets by having strong interlock with support teams.
• Capture quality information using relevant templates in the tickets to resolve customer Incidents
• Proactive follow up on negative triggers to improve NES
• Documentation, recording and updating Incident details in Siebel
• Respond to incoming customer communication (new faults and existing tickets) on a 24/7 support structure.
• Work with third parties (vendors, partners, other licensed operators (OLOs), data centers, etc. to restore customer services and fulfil customer requests..
• Update customers on the progress of their incident tickets.
• Support the delivery of best-in-class customer service.
• Build, manage and own the customer relationship whilst handling the incident.
• Agree and follow a communication approach with customer for regular updates \xe2\x80\x93 i.e. frequency, channels.
• Ensure that customer service level agreements (SLAs) are not breached or escalate appropriately when it is likely to happen.
• Maintain accurate and timely records of the customer incident
• Demonstrate Colt\xe2\x80\x99s values in their behavior.

Key performance indicators (financial and non-financial)

• Follow the defined KPI\xe2\x80\x99s for the team
• Working with Partners and third party service providers for the resolution of the incidents.
• Identifying Gaps and providing corrective actions
• Monitoring & Tracking, reviewing the progress of an incident and keeping the Stakeholders informed
• Ensure the lifecycle of ticket is followed as per Guidelines, Closure, formally closing incidents and SRs.
• Manage request / incident submitted by Stakeholders.

.





Relationships and key contacts

• Colt partners and service and contract mangers , Colt operations team

Role specific requirements



Skills & Experience

• Excellent communication skills (reading/writing/speaking) in German and English
• The ideal candidate with 3-8 years of relevant industry experience in Customer Support , Service Desk and Vendor carrier relation management preferably in telecom sector
• B2 and above in German Language Certification
• Proven track-record of commercial and customer service experience
• Solid experience in managing customer relationships
• Ability to multi-task and prioritize workload
• Ability to adapt to continuously changing procedures and environment
• Team player with strong interpersonal skills
• Understanding of Microsoft Office products
• Working knowledge of Intranet and Internet applications beneficial
• Good knowledge of MS Office products (Excel, Word, Outlook)
• Advanced knowledge of CRM / incident management tool
• Good knowledge and understanding on Colt\xe2\x80\x99s existing products and services
• Positions requires a flexible and proactive approach

Qualifications

• Industry recognized qualification in Service Management , ITIL
• Graduate in any discipline except Hotel Management
• Fluent in English (written and spoken).
• Able to demonstrate the developed skills needed to perform complex tasks, and the ability to find solutions in a timely manner.
• Good knowledge of MS Office products (Excel, Word, Outlook)

About Colt At Colt, we provide world-class network and voice connectivity across Europe, Asia and North America\xe2\x80\x99s largest business hubs. We\xe2\x80\x99ve been specialists in our field for nearly three decades - and we\'ve won awards for being a technology innovator and pioneer. We go above and beyond to deliver extraordinary connections to help our customers succeed, and we have the industry leading net promoter score (NPS) to prove it.
What is it like working with us? As well as our competitive salaries and incentive plans, we have lots of flexible benefits and local rewards packages. We also know that a work life balance is important, and our people say it\xe2\x80\x99s one of the great advantages of working at Colt. Inclusion is at the heart of our culture here at Colt. From day one, you\'ll be encouraged to be yourself as we believe that\xe2\x80\x99s what helps our people to thrive. We welcome people with diverse backgrounds and experiences, regardless of their gender identity or expression, sexual orientation, race, religion, disability, neurodiversity, age, marital status, pregnancy status or place of birth. Please speak with a member of our recruitment team if you require adjustments to our recruitment process to support you. For more information about our Inclusion and Diversity agenda and activities, please click here.
Our values We live by our Colt values every day, whether we\'re launching new projects or solving problems together. Our values represent how we behave and are integral to our culture. We know people matter Whether it\'s a customer, a partner or an employee, we build relationships based on trust, honesty, respect and integrity. We value diversity and strive to be more inclusive so everyone has the freedom to speak up, be heard and thrive. We always find a better way By staying one step ahead we empower our customers to succeed through the power of connectivity. We\'re swift to adapt and take responsibility for the promises we make. We win together We believe in the power of many and stand shoulder to shoulder with customers, partners and colleagues collaborating on ideas, sharing risks and recognition among all. When we make a decision we understand its impact, and rally behind the decision to make it a success. We can change the world We want to make the world a better place. Better connected, more sustainable, fairer for all. We use what we have - passion, technology and connectivity - to create good.
Visit www.colt.net/about-colt to find out more.

What we offer: 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 recognizes 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 Online-learning Platform
• Business mentoring
• option of parking slots in the Colt Campus
• lunch vouchers

What we offer: 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 recognizes 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 Online-learning Platform
• Business mentoring
• option of parking slots in the Colt Campus
• lunch vouchers