Jakub Koba is Head of the Support department. Assisted by his team, he provides TBSCG’s clients with a top-notch support service. Keep reading to find out more.
How would you describe what the Support team does for its clients?
We provide our clients with day-to-day technical support, notably for their Content Management Systems, such as TeamSite, but we are also able to offer them advice on web solutions in general, infrastructure or integration between other systems they use.
Certain customers demand the highest possible level of service, and we are able to meet that need by providing round-the-clock support, seven days a week.
It’s important to note that our team offers more than just a support service - it also handles change requests and offers technical expertise and advice.
Tell us a bit more about the way in which the Support department is organized.
The Support department is divided into two different teams - 1st line support and 2nd line support.
First line support focuses on customer care and providing solutions for everyday problems, whilst second line support is highly technical and capable of reproducing and fixing even the most complicated problems.
Could you tell us a little about the people in your team? Who are they?
Support team members have to be technical specialists with wide-ranging expertise that covers web-based technology (HTML, CSS, JS), development (mainly Java EE but also scripting languages such as Perl or PowerShell) and administration (Windows, Linux).
The team currently consists of three permanent members of staff based in Poland. However, team numbers vary depending on what’s needed at the time.
It’s also important to note that members of the Support team can be called upon to work for the development and consultancy teams, and vice-versa.
Our goal is to provide clients with the most efficient service possible, and we allocate the resources needed in order to make that happen.
Apart from technical skills, what skills are needed to be part of the Support team?
To work in Support, you have to be very open-minded and capable of rapidly coming up with appropriate solutions to the variety of problems our clients encounter.
That means you have to be able to work under extreme pressure and be capable of handling stress in a fast-paced environment governed by short deadlines.
Is there one particular project you are especially proud of?
The Support team constantly works on a multitude of projects, change requests and support issues. We are proud of our service in itself and of the number of issues we have resolved, the variety of change requests we have completed, the range of migration projects we have implemented and the amount of technical advice we have given.
Believe me, some of the issues resolved so far were extremely critical in our clients’ eyes!
We are, however, always trying to improve our service, and we are currently focusing on improving our process management methodology. To give you an example, we’ve recently implemented a new Kanban approach to support task management.