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.



Analyst, Incident & Problem Management (Italian)
Job ID: 34708
Location: Gurgaon, IN
Role purpose Colt provides world-class network and communications services to information-intensive 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 -partners, vendors and data centres - 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.
Key accountabilities • Respond to all Incidents and Request within specified SLA's in 24X7 operations, handling Customer calls in language Specific (Italian & English).
• Manage emails from Internal and External customers in Italian Language 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
• Respond to incoming customer communication (new faults and existing tickets) on a 24/7 support structure.

Experience
• Excellent communication skills (reading/writing/speaking) in Italian and English. Other languages are preferred.
• The ideal candidate with 1-5 years of relevant industry experience in Customer Support , Service Desk and Vendor carrier relation management preferably in telecom sector.
Skills
Workflow Management
Service Level Management
Network Operations Standards and Procedures
Education
A bachelor's or master's degree in Business, IT, Computer Science, Telecommunications or a relevant field About Colt At Colt, we provide world-class network and voice connectivity across Europe, Asia and North America's largest business hubs. We've 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's 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'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.
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.
Read more about the great work that we've done to Open Up and put Diversity & Inclusion at the forefront of our people agenda.
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



"•Inclusion, and valuing diversity of thought and experience, is at the heart of our culture here at Colt. From day one, you'll be encouraged to be yourself as 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.•
•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 ."•