As a Platform Support Specialist, you're like a detective

Rosalie de Roy van Zuijdewijn - Platform Support Specialist

After my Business Administration bachelor's, with a touch of tourism, I traveled and worked for travel organizations. I gained experience as an Asia specialist and worked for a school trips organization, dealing with clients, creating quotes, maintaining the website, and using various systems. When the pandemic hit, I joined an institute for procurement training, deepening my technical knowledge in ERP systems and CMS, and gaining experience in creating tickets for developers.

Learning new things

I discovered CloudSuite through a recruitment agency. Despite having some knowledge of the expected questions, I knew there was more to learn. Luckily, they saw my potential. I'm eager to learn, and they had confidence in my abilities. Before saying 'yes,' I wanted to meet a few future colleagues. Workplace atmosphere and connections are crucial to me. That day, I shook six pairs of hands, gaining a positive impression of the organization.

Getting started with a buddy

In the first few weeks, I followed a comprehensive onboarding plan with a dedicated buddy. This phase allows understanding the company and its people. What do certain colleagues do? What processes are in place? How does the CloudSuite product work? It's informative while gradually diving into your own tasks.

Challenging customer queries

In Support, we handle tickets from customers based on high or low priority. These can be requests or issues; something might not be working correctly. We often contact customers for additional information, mainly through the ticket system.

Complex questions

Customer queries vary. Some inquire about how a component in the CMS works, which is easily explained. However, many are complex, requiring knowledge of the website, CMS, and the customer's systems connected to CloudSuite. Explaining the issue and its resolution in an understandable way is key. I find energy in these investigations and customer interactions.

Room for ideas and suggestions

I find the atmosphere at CloudSuite friendly and pleasant. I felt comfortable there in no time. Everyone is approachable, and there's always room for a joke. What I might find even more important is that at CloudSuite, there's space for improvement suggestions and new ideas. An example: before a new webshop goes live, we complete an internal checklist. We have taken a closer look at this checklist and optimized it. Now the go-live process is even smoother.

Springboard

Support is an excellent place to get to know all of CloudSuite, and essentially, it's a kind of springboard. Many Support colleagues have grown into Consultancy over the years. So, I definitely see opportunities to grow, but at the moment, I'm certainly not bored. Sometimes I have to pinch myself when I think about how much I've learned in just one year.