Placement - Associate Technical Support Engineer Review

On a day-to-day basis, I will be working through First Line support tickets which our customers have logged. This requires me to understand many different technologies and how each part of the CRM works. Other than tickets, I am also responsible for taking incoming phone calls, responding to customers via online chat and incoming emails. We swap around so I may be responsible for emails one day and the online chats the next.

Over the course of the placement, I have developed skills in the diagnosis of technical issues. I have gained experience in Cloud Computing and Networking. I have also had the opportunity to work with a variety of different APIs as well as picking up valuable skills in customer service.

During my placement, I was treated as a full member of the support team and as such expected to contribute to morning meetings. I was also consulted like other team members when there were discussions about policy and felt that my opinion was taken into consideration. I felt well-supported by my team during my placement but never felt like I had less to contribute than the rest of the team.

Every three weeks I would have a one-to-one with my line manager where I received feedback on work and he would check in on how I was feeling about the placement. I also would receive regular help from more senior members of the team on issues I was struggling with. Often feedback would take the form of discussions about the best way to deal with certain customer scenarios/technical problems.

The company culture was very friendly and welcoming. The support team in particular was very close-knit with us regularly taking part in group activities and games during our weekly Beer Friday sessions which would involve finishing work at 4:30 and spending the last half hour doing an activity or having a casual conversation. In recent months, we have set up a Support Minecraft Server to play during this time.

I have greatly enjoyed my time working at ProspectSoft and will be sad to see it come to an end. I have had a lot of fun, learnt a lot and made a lot of great memories!

Yes

If you are applying for my role, make sure to emphasise customer service skills as well as technical skills. Both are equally important within this role.