Solving hundreds of requests for you each week: meet our helpdesk team
Helpdesk, support, or customer support. This pux team has three names, but you will always meet the same people. However, do not imagine them just as a hot phone line – they actively resolve all issues for you.
To give you an insight into the work of the entire helpdesk, we interviewed team leader Adam.
Adam, what should a client at PUXdesign understand by customer support?
Customer support – or helpdesk – is a four-member team at PUXdesign responsible for quite a few activities. Throughout the week, we manage to accept hundreds of requests, spend dozens of hours fulfilling and testing websites, and also prepare several websites for launch. Additionally, we are always available for consultations with both clients and internal colleagues. We manage some websites project-wise and regularly train clients as well.
What do clients most often reach out to you about?
We receive a variety of inquiries, but if I had to compile a few requests that we regularly address with clients, they would be:
- How to fill the website with prepared content. We answer questions such as how to change text or images on the website or directly respond to inquiries regarding the development of an entirely new section.
- Testing the smooth navigation of the website.
- Preparing the website for launch.
- Creating guides.
- Client training: especially for website administration, so clients can manage content on the website themselves.
- Internal training and consultations.
- Project work.
- Setting up Google Tag Manager, Google Analytics, and cookie banners.
When will the client meet with you for customer support?
There are two moments.
The first applies to all our clients regardless of their level of development. You can be assured that someone from our team will always answer the phone when, for example, the project manager is not available.
The second is when the developers finish creating the website, e-shop, or customer portal. The condition here is that neither we as the supplier nor the client should expect to continue working on and developing the completed solution. At this point, the client transitions to our helpdesk mode.
What exactly do you mean by "helpdesk mode"?
This means that the client still has access to service: we are available whenever they need something. Let me mention our contacts: the email address helpdesk@puxdesign.cz and the phone number +420 777 789 878, where we are available every working day from 9 AM to 5 PM. Both can also be found on our website www.puxdesign.cz
Okay. And what if a problem arises for the client? How does that work?
As soon as the client contacts us, we assign their request to a team member. If it is a minor task, we can resolve it promptly. However, if it is an issue that needs to be escalated to development, we will need to coordinate more, and it may take several days.
How?
Our development teams at PUXdesign operate on the principle of weekly sprints – during the week, we gather requests that are intended for implementation in our development. On Friday afternoons, we always plan them for the following week.
Do you need to resolve an urgent issue right away? In the case of truly urgent requests, we can enter sprints within the same week. Your request does not have to wait until the following week.
What criteria do you use to assign work to a specific person on the team?
Each person on the helpdesk specializes in different requests, but of course, we are all capable of responding appropriately. However, we always strive to propose the best solution to the client, and if we see that they are struggling with something or that their solution is unnecessarily complicated/expensive, we suggest a better direction.
Can you introduce us to who does what?
I am the team leader and I am responsible for ensuring everything runs smoothly and for the team's gradual development. I have been with PUXdesign since the beginning of 2021, and being part of customer support and helping people is not just a job for me, but also a great joy.
Dominik is my right hand for fulfilling and testing websites. He has already completed many projects, including two for very prominent clients – Komerční banka and Easy Software – on which he spent thousands of hours fulfilling content.
If Dominik is my right hand, then my other right hand is Kristýna. You will most often hear her on our phone line or read an email from her. She keeps track of most requests and communicates with clients. Anyone who has spoken with her must agree that she has excellent communication skills!
The newest member is Marta, who joined us this year from the development team. There, she held the role of project manager. This focus has partially remained with her: here, she mainly concentrates on managing website creation, training new project managers, and she enjoys delving into development for smaller solutions.
What should a person working at a helpdesk have?
They should definitely enjoy helping others. At the same time, we often deal with many small requests, so a bit of patience would be useful. Sometimes clients' requests are a big mystery, so it's great when a customer support candidate also has a bit of curiosity and enthusiasm to solve seemingly unsolvable issues.
Is the helpdesk often a career gateway into the agency world? Is this the case at PUXdesign?
Undoubtedly. The support department is also a path through which you can enter the world of development career-wise. And when someone from the team eventually desires to profile in a slightly different direction, we accommodate them. Among former helpdesk staff, you can now find project manager Lukáš or backend developer and junior graphic designer – both named Tadeáš.
Are you currently looking for someone?
We are not actively looking for anyone right now, but if any reader finds the interview with me interesting enough to want to try working with us at PUXdesign on the helpdesk, it is definitely worth sending us a resume.
