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 - Almeda
Role 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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