More than 20 years at Linedata in the Support Team
I have a degree in Finance and Banking. I speak English and German fluently, and I also manage Spanish, which is essential at Linedata as we have clients all over the world. I started as a Support Consultant and have since moved to different positions within the support team:
Support Consultant
Responsible for QA of support fixes released to clients
Head of the Hotline Team
Follow-up with major clients in North and South America
Hotline manager and follow up of major clients in America
Our clients are progressively moving to the latest version of our product. The design of the grids is different, and they need assistance to use the software efficiently. We also have new clients who are using the software.
The workload in support is heavy, and it is essential to stay organized to resolve high-priority tickets on time. It is also crucial to work under pressure and maintain focus.
I am also responsible for following up with two clients in Mexico and Canada. Working with clients in different languages and time zones presents additional challenges.
Provided best service to our clients
In support, never know what will happen tomorrow.
New tickets arrive daily, that need to be taken care of.
Each ticket needs an investigation to find a solution: documentation, knowledge database, code review...
Help of colleagues with specific skills can be needed. Team work is essential.
The software is complex and has many features. There is always something new to discover, to learn. Over the years, technology has changed and that is also part of the learning process.
Stay curious, Investigate new topics
In support, I constantly encounter new topics, both functional and technical. It is important to keep an open mind and address all types of subjects, including those with which I am not familiar. One needs to be curious and able to work on new functional and technical issues. Conducting research in our knowledge database, consulting documentation, or asking colleagues for help are essential steps to solving any issue. The product we work on has many features, and there is always something new to learn.
Successfull adaptation of service to new version / technology
Moving to the latest version of the software was challenging for the support team. We needed to get proper training to be able to provide quality support to our clients. The design of the software changed as well as the technology. We also started using a new follow up tool for the support tickets. The pressure of our clients was high and the team had to be efficient in this new context.
The change was managed successfuly and the quality of support service remained at à satisfactory level.
