Every customer experiences an issue they need assistance with from time to time. Whether it’s not being able to get the most out of a system, or an error that needs immediate attention, your first question is ‘who can help me?’, ‘is there a customer service team?’

That is why Intersoft have a specialised Support Team who come with a wealth of experience, allowing them to handle whatever problem comes their way swiftly and with a smile. They’re friendly too, always approachable for a quick chat when in the office and a call when further afield.

The Support Team may of course be the first people you’ll talk to at Intersoft, and here you’ll get to know them a bit more including how they process tickets at Intersoft.

How are support tickets processed at Intersoft?

“Once an issue is raised, the team get straight on with solving the problem,” says Application Support Manager Victoria Chowns. “First, it’s crucial that the team has been given all the correct information regarding the issue. This includes the customer’s Account Number so that our Support Team can bring up the customer’s record on the Intersoft system, and what API they’re using. After this, the severity can be determined, and the ticket is assigned to a member who will get the issue fixed as quickly as possible”.

Often, the Support Team will work with members of the Customer Solutions and Development teams too, making sure that they understand the query.

The team has grown a lot over the past year, and they’re ready to guide customers through the peak shipping period. The extended support hours started this week and will continue until Friday 23rd December 2022. You can find out more about the hours they’re covering and the severity levels here.

So, without further ado, let’s introduce the members of the fantastic Intersoft Support Team.

 

Please introduce yourself!

I’m Vikki Chowns (soon to be Slade – getting married May 2023) and I’m the Application Support Manager.

 

What do your day-to-day tasks involve?

My day to day is the running of the support team. I oversee all incidents and SLAs, and ensure they are dealt with on a priority basis. I assign all tickets to the rest of the team and oversee some more challenging issues. I regularly provide support to the rest of the team by assisting with problem tickets or helping to investigate difficult issues. I work with customers day-to-day over email, portal, and phone.

I regularly check-in on the team to ensure all issues are being dealt with in a timely fashion. Any incidents that are escalated first come to me to review and assist.

 

What do you find most rewarding about your role?

The most rewarding part of my role is providing a customer an answer to their problem – especially those difficult ones that take a while to investigate. But once you’ve resolved it or figured it out customers are always so grateful. I also love training new team members. I find this rewarding because I am enhancing the product knowledge within the team and giving others the skills to help investigate issues.

 

What do you enjoy doing outside of work? Any interesting facts about yourself you’d like to share?

Outside of work I have a huge family, so I tend to spend my weekends/evenings with them. I have a twin sister and then an older sister. My older sister has a 7-year-old, so I often spend time with them either walking about, going to parks or doing arts and crafts. Obviously, Christmas (other than during covid) is hectic, with anywhere between 12 and 18 of us each year but I wouldn’t have it any other way.

Something a bit random about me is I have an unhealthy love for tea and have a serious collection of vinyl’s (LPs). I probably have close to 250 now. My family have enhanced the collection over the years and random extended family have just given me so many.

Please introduce yourself!

I am an experienced and passionate Customer Support Engineer, and I am from Hong Kong. Four months ago, I came to the UK and started my new life with my family. I really love this country and its people.

I consider myself a person who is willing to listen to others’ advice and comments. Also, I like helping people and contributing to the community. For example, some volunteer work for the elderly or people living under the poverty line. Apart from that, football plays an important role in my life, and I am still in love with it. I look forward to any football-related activities I will encounter in England, as it’s a leading football country.

 

What do your day-to-day tasks involve?

Our daily task involves addressing customers’ daily queries within SLA, system testing, case discussion internally and cross-team communication with business analysts and the development team to ensure customer cases are resolved or progress made. We also need to monitor the system’s health and report to corresponding parties if needed.

 

What do you find most rewarding about your role?

Being able to help the customer and hearing their positive feedback is the most rewarding thing I found in my customer support job. Also, I enjoy knowledge sharing, a positive atmosphere and synergy with my colleagues, it keeps me motivated to improve myself along my career path.

 

What do you enjoy doing outside of work? Any interesting facts about yourself you’d like to share?

Outside of work, I love playing or watching football with friends. Every weekend I go out with my family to explore the beauty and interesting things in the UK. I also love movies and music.

Please introduce yourself!

My name is Joshua Solanki. I have been with Intersoft for over 5 years now. Initially joined the Testing team and then moved to Application Support and now currently looking after the Service Delivery function. Prior to Intersoft, I have handled various assignments ranging from Retail, Direct and Corporate Sales to Business Operations of IT and Telecom Products and Industrial Chemicals to running my own small business, all associated with leading multinationals like Ingram Micro, Bharti Airtel and Zep to name a few. I am married to Sonal and we have a son named Jonathan who is currently studying Economics at Uni.

 

What do your day-to-day tasks involve?

Ensuring smooth delivery of our services to customers, helping App Support team in debugging any tickets that they may need help with, raising relevant changes, representing Intersoft at stakeholder meetings with various carrier partners & suppliers.

 

What do you find most rewarding about your role?

The sense of belonging to a team that, by providing a sound product & service offering to customers, helps a lot of customers in successfully running & growing their business

 

What do you enjoy doing outside of work? Any interesting facts about yourself you’d like to share?

I study Bible so that I can then teach Bible.

Please introduce yourself!

My name is Omar Alkattan, I live in Reading. I am half Jordanian and half Iraqi, but was born and raised in the UK.

 

What do your day-to-day tasks involve?

Proactively running morning monitoring to ensure any high priority tickets were identified as soon as possible. Acting as Front-Line Support for our clients and providing support for our customers. Handling all Priority 1 and 2 tickets, whilst keeping customers and stakeholders updated throughout the process. Using all resources available to troubleshoot and resolve client software issues as soon as possible. I also help with on-boarding customers on Intersoft’s Intelligent Shipper portals and the Out of Hours (OOH) Support Service.

 

What do you find most rewarding about your role?

Assisting technical and non-technical individuals. Receiving great feedback from customers. Being able to assist someone else and resolve their issue. Being a team player and assisting my colleagues when required if that is working together on a ticket or training.

 

What do you enjoy doing outside of work? Any interesting facts about yourself you’d like to share?

Outside of work I look after my grandma and mother. But in my spare time, I enjoy meeting up with friends, going to the gym and playing football once a week.

Please introduce yourself!

I am Alan Nyanhete, I have been working in software support for 4 years. I am always willing to lend a hand to a client or my colleagues to the very best of my abilities always.

 

What do your day-to-day tasks involve?

Daily we receive tickets via multiple ways and aim to resolve these in a timely manner while updating clients every step of the way. We also have a pro-active approach to testing and monitoring our products to ensure clients always have a seamless experience using our products.

 

What do you find most rewarding about your role?

Naturally, I am a problem solver and feel a great sense of satisfaction when I can solve a client’s ticket.

 

What do you enjoy doing outside of work? Any interesting facts about yourself you’d like to share?

Away from the screens, I love doing outdoor activities such as hiking, sports, and gardening

Please introduce yourself!

Hi, I’m Azeem Mansoor. I’ve been working in application support roles for 3 years, and have been with Intersoft for a year now.

 

What do your day-to-day tasks involve?

My day to day tasks include ensuring all our systems are running as expected, resolving any customer queries and issues relating to our services, and working with multiple departments to ensure our customers receive an excellent experience.

 

What do you find most rewarding about your role?

The most rewarding thing I have experienced is figuring out the issue of a complicated problem, and getting it resolved.

 

What do you enjoy doing outside of work? Any interesting facts about yourself you’d like to share?

I enjoy watching football and rugby, trying dishes from around the world, and going to the gym.