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.

Short Description

Job Title: GCA Global Language Services with Spanish
Job ID: 35085
Set up: Hybrid
Job Location: Lisbon, Portugal
Function: Chief Operating Officer (COO)

Why we need this role
Language Services Administrators engage directly with customers and partners to provide an efficient incident support process and customer experience. They triage customer support tickets, working closely with Colt support teams to resolve incidents and respond to requests.

What you'll do

Typical tasks and responsibilities will include:

• Seamlessly managing the end-to-end process for the resolution and communication of customer support tickets in Italian and English.
• Handling customer calls and managing incidents and requests within specified SLA’s (24/7 operations).
• Proactively working on customer experience to improve NES.
• Responding to Customer/OLO’s emails and telephone calls in a Foreign Language, following set processes and documenting incident details in required templates.
• Providing regular communication with customers and vendors on the progress of customer tickets.
• Proactively following up on negative triggers to improve NES.
• Allocating unresolved Incidents to appropriate support groups, managing customer escalations.

What we're looking for

• Excellent communication skills (reading/writing/speaking) in Spanish and English
• 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
• Working knowledge of Intranet and Internet applications beneficial
• Good knowledge of MS Office products (Excel, Word, Outlook)
• A flexible and proactive approach

Skills

Help Desk Problem Solving
Workflow Management
Help Desk Best Practices
Service Level Management
Foreign Languages

Conditions of Employment
What we offer you:
Looking to make a mark?

At Colt, you’ll make a difference. Because around here, we empower people. We don’t tell you what to do.

Instead, we employ people we trust, who come together across the globe to create intelligent solutions.

Our global teams are full of ambitious, driven people, all working together towards one shared purpose: to put the power of the digital universe in the hands of our customers wherever, whenever and however they want.

We give our people the opportunity to inspire and lead teams, and work on projects that connect people, cities, businesses, and ideas. We want you to help us change the world, for the better.

Diversity and inclusion

• Inclusion and valuing diversity of thought and experience are at the heart of our culture here at Colt. From day one, you’ll be encouraged to be yourself because 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.

Most recently we have:

• Signed the UN Women Empowerment Principles which guide our Gender Action Plan
• Trained 60 (and growing) Colties to be Mental Health First Aiders
• 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, visit our DEI pages.

Benefits

Our benefits support you through all parts of life, for both physical and mental health.

• Flexible working hours and the option to work from home.
• Extensive induction program with experienced mentors and buddies.
• Opportunities for further development and educational opportunities.
• Global Family Leave Policy.
• Employee Assistance Program.
• Internal inclusion & diversity employee networks.

A global network

• When you join Colt you become part of our global network. We are proud of our colleagues and the stories and experience they bring – take a look at ‘Our People’ site including our Empowered Women in Tech.