My team is responsible for answering all inbound calls into Redcentric Support, ticket raising, and first-line triage and troubleshooting. We manage a range of tasks from simple password resets and logging into portals to more complex technical triage for network and voice. My role is to oversee the distribution of the workload, ensure tickets are logged and routed correctly, and ensure the team is performing first-fix attempts, when possible, alongside our colleagues in Hyderabad.
The skills and competencies required for these roles are quite varied. First and foremost, excellent people skills are crucial because we often deal with customers who are facing urgent issues. Technical skills can be taught, but the ability to remain calm and composed during high-pressure situations is essential. For instance, some customers were impacted by a global issue outside of our control on a recent Friday, which meant that by ten o’clock we had 65 calls, and by the end of the day, we had managed 103 calls, as well as our existing workload. It was vital for the team to keep a level head and ensure every customer felt heard and supported.
We train the team to be proficient in ticket management processes, understand SLAs, and first line technical knowledge for our network and voice services. They must also be adaptable, as the nature of our work can vary from day to day, so we’re continually looking to improve our processes and address any gaps in skills or service. Internal development and continual improvement are key focuses for us, and it’s rewarding to see team members grow and move into other areas within the organisation.
