The Role of the Support Team: Ensuring the Customer’s SuccessStories | 11 Jan 2019
Jure Leko, Support Team Lead
My NSoft support career has started over three years ago – becoming a Support Operator, and gradually making my way to Support Team Coordinator and ultimately assuming the responsibility of Support Team Lead 8 months ago.
Since my arrival to NSoft the Support team has expanded rapidly in “know-how’’ terms, and doubled in its numbers thus making the team bigger, diverse and much more dynamic.
Accumulated years of experience in software and betting industry makes this team exceptional, thus making me very lucky to be their Support Team Lead.
The support operator’s job is not an easy one, we are always facing new challenges accompanied with new ways of solving things, setting creativity and flexibility as one of the valuable traits of a Support Operator.
Internal team satisfaction is among many important factors that makes problem solving process very satisfying, fast and easy – when viewed from the customer perspective. Achieving the great team spirit is based on setting good examples and encouraging good behaviour. What we have also learned through our experience is that the team is strong as the weakest individual, so we tend to improve each individual through training and address every individual need.
When clients are in a doubt how to proceed, Support Operators are always there to lend a hand in installing and demonstrating usage of our application software providing detailed and clear explanations. Among the regular support duties, monitoring the system and network parameters is performed constantly to prevent any issues before they potentially reach the customer.
Helping people in need is a great motivator for generous people, but it is what drives NSoft Support at its core.
The position of Support Operator may also be described as an advisory one, helping customers in any way, giving instructions for appropriate actions to solve various issue they may face. Issues that arise are guaranteed to be tended to until the full resolution is achieved and with satisfactory feedback received. Efforts to satisfy customers are always awarded with gratitude which is making this job worthwhile.
To keep up with the high standards we have set, we are constantly maintaining our knowledge base and regularly performing various trainings in order to assure the best possible customer experience.
Journey to success is a hard and long one, but with an excellent team of people it is a worthwhile one.
What is NSoft Support from an outside perspective?
NSoft Support department is one of the most versatile departments you will encounter, covering vast array of knowledge field, providing best possible service to customers on the spot. Support Operators are performing advanced troubleshooting for operational systems, software, hardware and networking issues, whilst offering platform, sportsbook, lottery and virtual games services, making them “one man army” for betting industry.
Service is active 24/7 with fine tuned shifts which cover the needs of all of our customers guaranteeing very fast response times.
We are proud to say that we are currently assisting more than 120 companies in 32 countries with their daily inquiries and issues. We are offering our support via various channels, predominantly via email, ticketing system and phone, and to a lesser extent via chat.
Services are fulfilled in timely fashion with proper prioritizing, whilst using all available communication means and software solutions. Responsibility of first level support personnel is to identify and escalate urgent issues as quickly as possible to second and third level of support to achieve satisfactory resolution times.
Customers are generally satisfied with our services, kindness, attentiveness, especially with the response times and with the seriousness how issues are being handled, leaving no space for doubts and assuring issues will be resolved quickly and properly.
With everything previously said, we assure you that adapting to new challenges and needs of our customers is of paramount importance for NSoft Support.