Robin, can you tell us what you do on a daily basis?
My main task consists of supporting the customers. Specifically, this usually involves following up on and responding to the tickets with customer inquiries that come in. But there's a lot more to it than that. The Care team is also involved in testing, participating in ongoing projects, and handling some administrative tasks. It's a very independent job with a lot of variety. Moreover, once you gain some experience and get settled in, you can also give training sessions.
Okay, clear. How does your average day look like?
I usually start and end by handling customer issues. Of course, we first address the high-priority cases and follow up on them. Then we take a look at the monitoring of certain customers to see if everything is running smoothly. In the meantime, we also answer calls and test the solutions provided by our technical team for an issue. We do this first in our own environment before it goes to the customer and gets rolled out. Afterwards, we check if the problem is effectively resolved for the customer and then close the file administratively. We don't work in isolation; we work as a team to provide solutions as quickly as possible.
Are there any new things in the pipeline?
Currently, there's a project exploring the possibility of working with a 'Hero.' Larger customers would have a dedicated point of contact, a development that I can only applaud.
What do you like about your job?
The variety! It's a combination of taking initiative and teamwork. I feel a lot of trust, and our feedback is genuinely listened to. It's great because it gives you the feeling that you can contribute to the direction of the company. The training opportunities are also an advantage; a growth plan is developed together, which you can work on at your own pace. For example, there's a strong focus on obtaining our Microsoft Certifications, which is definitely a valuable asset to have.
What qualities should new employees definitely possess?
A desire to work and team spirit are essential. It helps if you have a sense of humor, and it's okay to be a bit unconventional.
Finally, can you share your opinion about NORRIQ as an employer? We are growing incredibly fast, so you are constantly challenged. You have to think and work hard, but there is also a lot of attention given to activities outside of work, and there is a very open atmosphere. "Work hard, play hard" is really the motto here, sometimes quite literally, like during a game night. I've been working here for a year now, and I feel at home! I am still super happy with my decision to take the leap back then.