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Lead Technical Analyst

hace 4 meses

Barcelona, Barcelona, España Colt Technology Services A tiempo completo

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 Purpose

  • Manage customer requirements and ensure successful delivery across all countries
  • Manage customer requirements at all services
  • Help formalizing the customers' requirements at the late presales phase and ensure these are captured and addressed correctly
  • Process the proper setup / orders in all the different COLT tools / systems and 3rd party provider tools
  • Assimilate, prepare and update relevant project / process documentation and information
  • Keep customers, stakeholders and suppliers informed of progress against the tasks and orders
  • Provide excellent customer experience across all countries and functions
  • Increase customer satisfaction by taking full accountability and responsibility for their customer's services
  • Deal with day to day issues as they arise and escalate where necessary

Key Accountabilities
Pre-Sales / Inside Sales

  • Provide support at presales phase understanding the offered solution and ensuring internal/external customer requirements are correctly captured to enable a smooth booktobill process
  • Provide proactive support to internal/external customers on project
  • Guide internal/external customer on all administrative and regulatory requirements across all COLT countries
  • Acts as an interface between the internal/external customer and the internal implementation team/ internal departments
Book to Order

  • Start the order process by setting up customer requirements in all tools and systems and during the entire service lifecycle for tool and customer support
  • Guide Sales on the set up of new customers
  • Guide sales on understanding the 3rd party provider influence on order
  • Raise / validate and submit product / service orders, originals and modifications
  • Initiate the correct workflow and monitor downstream team ́s conformance to SLAs
  • Manage, own and deal with all customer and internal queries
Online Tool Support

  • Manage the setup of customers in the relevant COLT tools
  • Provide chargeable customer specific tool support and trainings
Order to Bill (Order Tracking / Delivery)

  • Track orders and being a singlepointof contact between customers and COLT Internal teams (OM, Local Delivery, Configuration and Porting Teams), and 3rd party providers especially on multi country scenarios
  • Provide regular updates to the customers about the project status and maintain close communication with the key internal and external customers, stakeholders, suppliers
  • Ensure successful delivery of the customer orders

Other Accountabilities

  • Deliver Premium class support to internal and external customers
  • Flag customer escalations and help identify potential solutions
  • Develop and maintain close working relationships with customers to ensure relevant expertise and support available for all engagements
  • Identify areas of improvement in the engagement model (internal/external interfaces)
  • Maintain a deep product knowledge of the portfolio, including processes and tools
  • Flags conflicts and raises to management
  • Praises and recognizes the efforts of others publicly, with the intention of motivating individuals to continuously improve

Skills & Requirements

  • Experience in commercial and customer service environments
  • Proven experience of administration, order processing and customer support
  • Team player with experience of working in a highly complex environment
  • Comprehensive knowhow of services and tools
  • Good communication and customer facing skills
  • Good knowledge of MS Office products (Excel, Word, Outlook)
  • Tenacity and perseverance to own and see a task through from beginning to end
  • Requires excellent written and verbal communication skills
  • Proactivity
  • Ability to prioritize according to customer and business needs
  • Fluent English (written and spoken) + other European language

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.

The company supports diversity and inclusion in the workplace and has signed Diversity Charter.


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:

  • Relaxed dress code
  • Two days annually to spend on volunteering opportunities
  • 39 hours working week and additional days off as per Colt own collective bargaining agreement
  • Benefit package that includes life insurance, private health insurance and pension plan. In addition flexible benefits scheme
  • Lunch vouchers or childcare vouchers
  • Access to a virtual business school for ongoing learning
  • Business mentoring
  • Interna