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 ProfileRole title:Engineer, Global Language Services-SpanishColt Level:PT2 CoreFunction:Operation and EngineeringReports to:Team Leader, Global Language Services- SpanishLocation:Gurgaon/BangaloreRole purposeInteraction 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 teamResponsible 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 licence operators for the resolution of incident’sEfficient communication process with the customer with respect to customer segmentationEnsuring proactive follow ups between customer and resolution parties to provide seamless customer experience.Key accountabilitiesRespond to all Incidents and Request within specified SLA’s in 24X7 operations (for On-demand/DNS related issues)Handling Customer/OLO’s calls in Spanish and English languageManage emails from Internal and External customers in Spanish and English language, within defined SLA’s.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 IncidentsProactive follow up on negative triggers to improve NESDocumentation, recording and updating Incident details in SiebelAllocation of unresolved Incidents to appropriate support groups and manage customer escalationsKey performance indicators (financial and non-financial)Follow the defined KPI’s for the teamRelationships and key contactsRegular Contact with customers and Service level managersRole specific requirementsSkills & ExperienceExcellent communication skills (reading/writing/speaking)
in Spanish and EnglishFor Spanish – Graduate from University/DiplomaProven track-record of commercial and customer service experienceSolid experience in managing customer relationshipsAbility to multi-task and prioritise workloadAbility to adapt to continuously changing procedures and environmentTeam player with strong interpersonal skillsUnderstanding of Microsoft Office productsWorking knowledge of Intranet and Internet applications beneficialGood knowledge of MS Office products (Excel, Word, Outlook)Advanced knowledge of ERP toolsGood knowledge and understanding on Colt’s existing products and servicesPositions requires a flexible and proactive approachQualificationsAny Graduate/Preferred Engineering Graduate with 2+ years of relevant experience .Minimum B 2.2 level of Spanish.BehavioursCustomer First, Ownership and TeamworkOthersBe aware of colt information security, business continuity,
quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriateIdentify risks related to process and information security and treat/ mitigate the same as appropriateWhat 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 vouchersThis employer is a corporate member ofmyGwork – LGBTQ+ professionals, the business community for LGBTQ+ professionals,students, inclusive employers & anyone who believes in workplace equality.
▶️ Engineer, GCA Global Language Services