service management support - with Spanish
Lisbon, PT
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
Function: Chief Operations Office (COO)
Reports to: Team Leader, Service and Contract Manager back office
Location: Portugal (hybrid set up)
Why we need this role
The back office service management team plays a critical support role to our Service and Contract Managers, ensuring the seamless execution of service management tasks. These tasks are essential for maintaining a high standard of service delivery to our customers.
This role is responsible for overseeing a defined set of accountabilities, ensuring that each is delivered with precision, quality, and within the agreed timelines. By handling these responsibilities, the team empowers our Service and Contract Managers to focus on driving performance across all areas of Colt, ensuring customers receive nothing less than the exceptional service they expect.
Additionally, this role is vital in maintaining the integrity of customer data within our recording systems and providing high-quality resolutions to customer queries. Effective communication with internal stakeholders is key to ensuring a smooth, responsive service experience for all.
What you will do
- Conducting Ad Hoc Investigations: Support with on-demand, issue-specific investigations to assist in root cause analysis and resolution planning.
- Reporting: Prepare and deliver regular reports across various areas including Service Delivery, Service Assurance, and Capacity Management to provide visibility and drive informed decision-making.
- Billing and Purchase Order Support: Assist in managing purchase orders and providing support for billing-related queries, ensuring alignment with financial processes.
- Technical Support: Provide assistance with technical tasks such as KMZ (Keyhole Markup Language) requests and diversity checks to ensure accuracy in network and service documentation.
- Planned Works Coordination: Support the coordination of planned engineering or service works, ensuring minimal customer disruption and effective communication across teams.
- Colt Tool Training: Contribute to the delivery or coordination of training sessions to support teams in effectively using Colt’s internal tools and systems.
- Documentation Management: Maintain and update key service documentation to ensure accuracy, consistency, and accessibility across the business.
- Contract Management Support: Assist with administrative tasks related to contract changes, including TOS (Terms of Service) updates and novations.
- Customer Request Management: Ensure all customer issues and requests are handled in a timely and accurate manner, consistently meeting agreed business KPIs and SLAs.
- Cross-Department Collaboration: Foster strong working relationships with internal teams across Colt, promoting a culture of collaboration and information sharing.
- Customer-Focused Problem Solving: Adopt a “right first time” approach to issue resolution, ensuring customer satisfaction through accurate and efficient handling of service matters.
What we look for
- Proficient in both spoken and written English; able to communicate clearly and professionally.
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Working knowledge of Spanish, spoken and written to support regional collaboration and communication
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Possesses a foundational level of administrative and/or technical experience relevant to the role.
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Operates within clearly defined procedures and guidelines, with regular supervision and support as needed.
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Capable of communicating straightforward information effectively; guidance is provided when addressing more complex or sensitive matters.
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Has built strong, collaborative relationships with team members and key stakeholders across the organization.
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May be required to negotiate or influence decisions related to tasks within their own scope of work.
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Demonstrates a solid understanding of Colt’s standard processes, tools, and operational practices.
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Has a basic to intermediate understanding of networking technologies and related telecommunications products.
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Applies logical thinking and initiative to solve problems and manage day-to-day tasks efficiently.
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Confident in using Microsoft Excel and PowerPoint to prepare reports, presentations, or analyze data.
Skills
Education
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.
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