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:PrizmNet Customer Solution Desk - SMO (Service Management Officer)Location:Barcelona - AlmedaRole Purpose- To provide a Customer Support Desk centre of excellence within Capital Markets driving efficiency and effectiveness across the end-to-end processes of delivery.- To be part of a dedicated team delivering Capital Market customer solutions.- To understand Capital Markets customers' business, their concerns and requirements to ensure dedicated and specialised end-to-end support is provided to internal (SM, CM, PM, Service delivery teams) and external (customer contacts on operational and service management level) stakeholders.- To ensure the ongoing performance and sustainability of live services by supporting the service assurance team, managing escalations and all other customer queries.- Improve capabilities to meet strategic objectives and realise associated benefits.- Core driver of continual service improvement.- Ensure that services & solutions provided to Customers comply with Colt service descriptions and contract SLAs.- Increase customer loyalty and customer satisfaction through delivering an enhanced service experience.- Ensure that contract, operational and legal risks are managed.- Define risk mitigation strategies for assigned Customers.- Cost-control to ensure profitability of services.- Drive the Customer Experience improvement for the team, suggesting any action needed to deliver best-in-class services.Key AccountabilitiesSingle Point of Contact for the Customer- End-to-end ownership of customer orders (Quote to Bill).- Organize and lead weekly service delivery calls with customer.- Provide continuous training and assistance of processes and procedures for internal (Quotation Team, Order Entry, Implementation Managers, Project Managers, Carrier Relationship Managers) and external teams (Customer Contacts).- Be the first point of escalation for customer queries.New Product Implementation- Work with the Product and Process Management teams to create order forms for new Colt products.- Provide consultancy to define the correct product and workflow ensuring faultless data quality and seamless delivery.- Perform UAT and ORT for new product delivery in Europe, Asia and USA. Identify issues, initiate technical and commercial improvements.- Perform new customer portal testing, identify issues and initiate improvements.- Document and continuously update work instructions and processes.Customer Invoicing- Ensure customer invoicing matches the service inventory.- To be the main point of contact for all invoicing queries from the customer and from the Colt customer account team.- Support all activities to ensure on-time customer invoice payment and to help progress actions to resolve/close customer late payments.Change Management (New, technical and commercial modification, cease)- Manage all customer requests for new, modified and ceased/novated and contract managed services via the customers' own portal.- Quotation calculation, price negotiation and coordination with internal/external suppliers for delivery of the ordered service.- Ensure all requests are processed according to the SLA agreed in the contract.- Manage and own all customer and internal queries related to requests.Service Reporting- Produce daily, weekly and monthly customer-facing and internal reports to provide an up-to-date status of delivery.- Generate ad-hoc service reports for customers on request.- Internal and External SLA Report creation and analysis.Non-Technical Activities- Management of internal mailbox and ticket queues.- Log and resolve all non-technical issues (Billing, Disputes, Customer Data & Planned Works).- Assist Capital Markets Support team with all portal related queries coming from customer.- Effective internal and external communication for Planned Work (Maintenance) enquiries.- Leads coordination with internal teams to process SLA compensation credits.- Identifies areas of improvement and leads projects in order to standardise / correct processes.Technical Activities (Customer specific)- Analysis of technical feasibility of complex client solutions.- Perform basic commercial and technical validation tasks according to the clean order process and complete relevant XTRAC workflow.- Perform DCREV validation tasks by defining CPE according to the related service requirement and complete relevant XTRAC workflow.- Perform IP Data validation to ensure faultless configuration and service functionality including resolution of incorrect/invalid IP data.- Implementation Management for Logical IP Amend requests.Quality Checks (Customer specific)- Ensure all data in the SharePoint database is consistent ensuring correct customer records.
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