Service management support
- Hiring from
- Portugal
- Work type
- Hybrid
- Posted
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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.
Short Description
Colt Level: PT2
Function: Customer Experience, Service Management
Reports to: Team Leader, Service & Contract Manager Back Office
Set up: Hybrid
Why we need this role
What you will do
- Provide day-to-day operational support to the Service Management team across a range of service and contract management activities.
- Manage customer issues and requests accurately and within agreed service levels and business KPIs.
- Carry out ad hoc investigations and support reporting across areas including Delivery, Assurance and Capacity.
- Provide billing and purchase order support.
- Support technical requests, including KMZ requests and diversity checks.
- Coordinate planned works and help ensure relevant stakeholders and customers are kept informed.
- Support users with Colt tools and processes, including providing guidance and training where required.
- Maintain accurate documentation and ensure the integrity and quality of data held within our systems.
- Support contract management activities, including TOS and novations.
- Work closely with teams across Colt, including Billing, Sales, Order Management, Service Delivery, Assurance, Credit and Collections, Customer Relationship Management, and Service and Contract Management.
- Build strong internal relationships and support a collaborative, right-first-time approach to resolving customer issues.
- Communicate clearly and efficiently with internal stakeholders to ensure requests are progressed and resolved effectively.
What we're looking for
Typical tasks and responsibilities will include:
- Some previous administrative, operational or technical experience, ideally within a customer, service management or telecommunications environment.
- Strong organisational skills with the ability to manage multiple requests and priorities accurately.
- A proactive approach to problem-solving and a focus on delivering high-quality results.
- Strong communication skills and the ability to build effective working relationships across different teams.
- Confidence working within established processes and procedures, while knowing when to seek guidance on more complex issues.
- Good attention to detail and a strong focus on data accuracy.
- An understanding of networking technologies and products would be beneficial.
- Good working knowledge of Microsoft Excel and PowerPoint.
- Fluent written and spoken English.
- A collaborative mindset and a commitment to delivering a positive customer experience.
What we offer you:
Looking to make a mark?
At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.
Instead, we employ people we trust, who come together across the globe to create intelligent solutions.
Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.
We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.
Diversity and inclusion
- Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because we believe that’s 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.
Most recently we have:
- Signed the UN Women Empowerment Principles which guide our Gender Action Plan
- Trained 60 (and growing) Colties to be Mental Health First Aiders
- 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, visit our DEI pages.
Benefits
Our benefits support you through all parts of life, for both physical and mental health.
- Flexible working hours and the option to work from home.
- Extensive induction program with experienced mentors and buddies.
- Opportunities for further development and educational opportunities.
- Global Family Leave Policy.
- Employee Assistance Program.
- Internal inclusion & diversity employee networks.
A global network
- When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.
