A Day in the Life of VCC Live’s Support Team

So you’re thinking of joining VCC Live’s support team but you’re not quite sure if it’s the right move for you? To help you out, this article aims to give you an idea of what it’s like to work as part of the support team at an innovative tech company providing cloud-based contact center solutions worldwide.

Read on and get a peek into the average day in the life of VCC Live’s support team!

Responsibilities and skills

In a nutshell, we spend most of our time helping out our clients with questions and issues connected with our software solution. Sounds easy, right? However, there’s definitely more to this job than meets the eye.

VCC Live provides a complex software solution that comes with a wide range of features suitable for all types of companies, from small SMEs to large enterprises. As a result, in order to best serve our 400+ customers located around the world, our customer service representatives need to have an in-depth knowledge and understanding of cloud-based technology, the call center industry in general, and our product in particular.

As our team supports call centers on a daily basis, it is essential for them to be able to see the causal relationships between issues, and rely on their self-sufficiency and creativity to come up with unique solutions. And as our aim is to help call centers work seamlessly from top to bottom, supervisors, as well as agents, are also very welcome in our team.

The support team’s main responsibilities can be divided into three areas: troubleshooting, testing and consultancy services.

Troubleshooting

Our team provides multichannel customer service via phone, email and chat. Troubleshooting activities focus on solving customer issues, from handling simple queries to dealing with complex difficulties that require cooperation with the technology department. As our company also provides telco services, we deal with telco-related issues as well as software-related issues. These days it is common for telco operators to provide 24/7 customer service around the world. And in order to meet the ever-increasing customer needs, our team offers the possibility of continuous support even 24 hours a day.

Testing

Based on our customer-centric approach and agile development methods, we constantly develop our solution based on unique business needs. Therefore, another important task for our team is to support the development team by testing new features before they are released, and providing invaluable feedback on pain points.

Providing consultancy

Our software comes with a wide range of features, and the support team is expected to know every one of them like the back of their hand. Due to the solid experience we’ve acquired over the years working with a wide range of customers in various fields, we now have an in-depth overview of how customer service teams globally operate, therefore we can often come up with solutions our clients would have never thought of. As such, in cooperation with our key account management team, we are able to provide our clients with consultancy services. Furthermore, as we try to help call centers work to their maximum effectiveness, as well as understanding what call center agents do on a daily basis, the support team also needs to think at a supervisor managerial level. Of course, mastering such a complex software solution requires significant time and training, as we here at VCC Live know very well.

Training and induction periods

As a global leader in providing call center services, we know that excellent customer experience makes all the difference. As such, our company puts great emphasis on new support team members induction and training periods, ensuring they are given enough time to fully understand our product.

In fact, our induction period lasts for 3 months, allowing new staff to master our product step by step: after all, great customer service starts with thorough product knowledge.

During the induction period, our continuous training opportunities help our colleagues build the confidence to deal effectively with customers. As such, we often sit together and review interesting resolved issues that new members can learn from.

Furthermore, we provide new team players with a ‘safety net’, encouraging them to ask for help and advice from team leaders when required.

Long-term opportunities

We constantly aim to create a workplace where our employees are encouraged to plan for the long term. In fact, career paths have always been of the utmost importance at VCC Live.

We usually say that VCC Live’s support team is the company’s ‘incubator’, as those who have the ambitions are always given the opportunity to improve and later move up to the sales, key account management or even development teams.

As such, we put great emphasis on offering internal job promotion opportunities when our team members reach their maximum potential in the support team and are ready to move up the career ladder.

For example, in 2018 several members of the VCC Live support team became key account managers at the company, while another team member is soon scheduled to begin as a quality assurance specialist in the technology department.  

We’re constantly on the lookout for new talent to join our team. If you’re interested, check out the open positions on our career page!