Customer Services Technician Review

My day-to-day responsibilities are primarily working on Support tickets which have been logged by our customers either Online in our Services portal, via email or with a phone call. We track the number of tickets in the pools with a ‘Defcon’ level and our goal is always stay within Defcon 5. Other than tickets, I am also responsible for Answering incoming phone calls, monitoring incoming emails and customers asking us questions using our online chat.

I believe that this role has greatly increased my communication skills, with both speaking with customers and fellow employees. This is the case in both written and verbal communication, having to write many emails to customers when discussing support tickets with them as well as speaking to them on the phone. I have also developed my Teamwork skills greatly, the service desk is required to work as a team as I will often pass issues to our second line team as well as asking for assistance from the more experienced members of the team.

I'm responsible for managing my own time to make meetings with customers. Responsible to manage the incoming Emails, Calls and Online chats from our customers along with the other members of the team. I have also been responsible for working on the Support Tickets in the pool, I've not been heavily monitored during my placement year and have been able to work with my own initiative and action as many support tickets that I can.

The first month of the placement is dedicated to training which allowed me to gain a good understanding of how the business operated as a whole as well as how our customers operate. After that first month, full time members of staff were in the office to help answer any questions that I had and allowed me to improve at my role greatly. Even after Christmas I was able to receive Guidance and Support from more experienced team members when I needed it.

As a whole most of the company have been working remotely for the duration of my placement year, so my interactions with most of the company have been primarily over the internet. We have still been able to host social events when we can which have been enjoyable. The Company as a whole was very welcoming and used to having new placement students so I did not feel like an outsider when I joined the Company or attended socials.

I have found the work itself quite rewarding. I've been able to see my ability increase and have tracked my performance over the course of the year. Competing with my fellow placements and the other members of the team has also been very enjoyable as we have a monthly leader board which tracks how many support queries we were able to resolve. Overall I have really enjoyed the year, I've liked working from the office rather than working from home.

Yes

Perform research on the industry of ProspectSoft and who we aim to sell to as it'll help in your interview as well as your assessment centre. If you're looking to do the Technical Services placement, know that you're going into a customer facing role and will be speaking to customers on a daily basis. Despite the name you're not going to be working on only the technical aspects of the products.