11 May

Engineer Csc India Ops Jobs Vacancy in Colt Technology Services Bengaluru

Engineer Csc India Ops
Colt Technology Services
Bengaluru KA
11 May, 2018 15 days ago

Colt Technology Services Bengaluru urgently required following position for Engineer Csc India Ops. Please read this job advertisement carefully before apply. There are some qualifications, experience and skills requirement that the employers require. Does your career history fit these requirements? Ensure you understand the role you are applying for and that it is suited to your skills and qualifications.

Follow the online directions, complete all the necessary fields, and provide all relevant information so your application is submitted correctly. When you click the 'Apply this Job' button (open in new window) you will be taken to the online application form. Here you will be asked to provide personal and contact details, respond to employment-related questions, and show how you meet the key selection criteria.

Engineer Csc India Ops Jobs Vacancy in Colt Technology Services Bengaluru Jobs Details:

  • Interaction with Colt customers and understand the service and business impact
  • Provide First level resolution to our customers
  • Work in collaborative model with third level support teams in Barcelona to restore customer services
  • Providing Incident support on customer queries to service and account Managers and work with support teams for the faster resolution of the Incident and customer requests
  • Work closely with Operation centre in India, which includes NOC and Service management for better customer experience
  • Calculations of SLA compensations related request from the customer
  • 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 IT service providers and Partners
  • Efficient communication process with the customer with respect to customer segmentation

Key accountabilities:

  • End to end ownership of the resolution and communication for customer enquiries
  • Respond to all Incidents and Request within specified TAT in 24X7 operations
  • Ensure to have positive feedback from the customers and raise the operations Net promoter score for Incident and Service Request
  • Ownership of tickets with a high focus on dispute resolution
  • Ensure the results of our TSAT surveys meet the expectations of Colt. Working towards delivering a best in class customer experience
  • Handling Internal and Customer calls in Spanish and English language
  • Manage email’s from Internal and External customers in Spanish and English language, within defined SLA for response time
  • Regularly communicate with our customers on the progress of their tickets, using non Colt jargon and customer friendly terms
  • Resolve customer issues always following Colt standard processes
  • Capture quality info using relevant templates in the tickets to resolve customer Incidents
  • Feedback any gaps in processes to management
  • Proactive follow up on negative triggers from own tickets and support
  • Help to build strong relationships with all departments within Colt
  • Documentation, recording and updating Incident details in Siebel
  • Allocation of unresolved Incidents to appropriate support groups and manage customer escalations

What you will need to succeed:

Skills & Experience:

  • Excellent communication skills (reading/writing/speaking) in Spanish and English
  • For Spanish – Graduate from University or up to 5th Level from Instituto Hispania or 4th Level from Cervantes
  • Proven track-record of commercial and customer service experience
  • Solid experience in managing customer relationships
  • Strong Analytical skills
  • 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
  • Has a good knowledge and understanding of Colt’s existing products and services (desirable)
  • This positions requires a flexible, proactive approach along with a highly organised attitude
  • Any Graduate/Preferred Engineering Graduate with 2+ years of experience

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 recognises 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
  • Pension and insurance options
  • Access to a virtual business school for on-going learning
  • Business mentoring
  • Discounts with local hospitality and retail providers

Job Segment: Data Center, ERP, Siebel, Operations, Technology

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