Colt Technology Services Hiring for Engineer, OLO & Admin Management team at Bengaluru, Karnataka Full Time

Full 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 title:
Engineer/Sr. Engineer, OLO and admin management team

Colt Level:
PT2 Core/Advance

Function:
Operation and engineering

Reports to:
Team Leader, OLO and admin management team

Location:
Gurgaon/Bangalore

Role purpose

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 licence operators for the resolution of incident’s
Efficient communication process with the customer with respect to customer segmentation

Key accountabilities

Respond to all Incidents and Request within specified SLA’s in 24X7 operations
Handling Customer calls in German and English language
Manage emails from Internal and External customers in German 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 Incidents
Proactive follow up on negative triggers to improve NPS
Documentation, recording and updating Incident details in Siebel
Allocation of unresolved Incidents to appropriate support groups and manage customer escalations

Key performance indicators (financial and non-financial)

Follow the defined KPI’s for the team

Relationships and key contacts

Regular Contact with customers and Service level managers

Role specific requirements

Skills & Experience

Excellent communication skills (reading/writing/speaking) in German and English
For German – Graduate from University
Proven track-record of commercial and customer service experience
Solid experience in managing customer relationships
Ability to multi-task and prioritise 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 ERP tools
Good knowledge and understanding on Colt’s existing products and services
Positions requires a flexible and proactive approach

Qualifications

Any Graduate/Preferred Engineering Graduate with 4+ years of experience

Behaviours

Customer First, Ownership and Teamwork

Others

Be aware of colt information security, business continuity, quality and other ISO or equivalent policies/ industry standards and discharge duties against them as appropriate
Identify risks related to process and information security and treat/ mitigate the same as appropriate

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