Interview with team support

Interview with team support members

We asked our support teammates about their work, why it is important and how they perform it.

- What is support and why is it important?

In general support is provided by the tech team for the clients to maintain and manage computer systems, troubleshooting to fulfill best business needs.

Sergiy Support Team Lead: Client has to have access to the qualified assistance from the support team who can help on the issues which occurred when the service is providing.

Oksana Support Manager: We need a support team so we can less disturb developers on the insignificant and little issues which the support team can maintain by themselves. Support is the team of employees who provides 24/7 help when the primary team is out. That is one of the advantages why products need it.

Okay, but what if software is done well, why in this case we still need support?

Sergiy Support Team Lead: It’s pretty rare situation. We always have extra questions which occur during the work performed. Support team help to resolve this issues and help client to find out more about their product. We can do it quickly and with minimal changes to the original software.

Oksana Support Manager: Yes, I agree with Sergiy. After all, if the software support of the production is very high-quality, the testers cannot always find an error, and often it is revealed already in the process of use. For this, there are beta groups that test the software during the first hours of operation, as well as if there is a large load on the system, errors often occur that cannot always be noticed at the beginning and must be resolved during operation.

Please tell us more about your working day, how is it going?

Sergiy Support Team Lead: My work begins with the fact that I check all possible channels of communication for the presence of any requests, I check the work of the team. Then we make a call with the general manager to discuss all the tickets that have arisen, how they were solved, problems, etc.

Oksana Support Manager: The change begins with the fact that we check in, turn on all systems and check all tickets and news about the latest problems, write about the problem to the client developers and start solving the issue. We answer emergency calls, regarding urgent problems, help the client and ask to create a ticket in Jira.

What are the deadlines for responding to and solving a problem after it occurs?

Sergiy Support Team Lead: We have a response time of up to 15 minutes, the response time depends more on the developers, and also depends on the priority of the ticket. If this is the highest priority, then the ticket is resolved as quickly as possible and the most attention is paid to it.

Oksana Support Manager: We report on tickets on a first-come, first-served basis within 15 minutes, if it is a critical ticket we have to monitor it constantly until it is resolved.

What interesting moments do you face in your work?

Sergiy Support Team Lead: Sometimes you can come across very interesting clients and bugs that are interesting to sit on, think about and solve problems.

Oksana Support Manager: There are interesting situations when they write that something is not working but say exactly what it is. In this case, we enter the systems and independently check what the problem is, as well as ask clarifying questions in order to solve the problem as quickly and efficiently as possible for the client and user

What difficulties are you facing during the work and how do you deal with them?

Sergiy Support Team Lead: It happens sometimes that non-donets clients can provide the necessary amount of information that could help solve the problem quickly. Sometimes one of these situations, there may be disagreements with the client, due to the fact that the problem is not resolved quickly

Oksana Support Manager: There are situations when the developers are busy and cannot respond in time, then we independently understand and look for a solution to the problem in order to provide quality services. At the same time, after the release, the developers check whether everything is working correctly and give additional feedback.

What programs do you use in your day to day work?

Sergiy Support Team Lead and Oksana Support Manager:We use Outlook, Microsoft Teams, Slack, Jira, VoIP Calls, Google Drive, Griffin ( monitoring system). Also we use GitHub and Postman.

Okay and last but not least question, to whom we provide support?

We provide support to the client, merchant) Owner, representative of the company that owns the stores. Basically, this is the support of the product, which is provided as a platform for the merchant. What programs do you use in your day to day work?

We are thankful to our team mates that they have found time and share their responses with us. We are working on better customer solutions for our clients.