SPECIALIST IN THE SPOTLIGHT - Marloes

Specialist in de spotlight: Marloes

In this blog, Stefan takes us into the world of our support desk and especially into the support he has found in our support manager Marloes. 

Our support department is an important part of our company. We sometimes call it our beating heart within the walls of TéGéTèl. This is not only noticeable in the size of the department, but the support department is also literally the center of the technical department. 

The support 'island' is equipped with the most advanced acoustic elements to minimize the noise around you. Due to the 2 large walls full of TVs on which the disruptions, data and details of our area to be served are displayed, we are always up-to-date and aware of the latest information in the field of network disruptions, etc. 

Our helpdesk employees process a wide variety of telephone calls every day and therefore speak to all possible employees from different companies. This could be an IT manager who knows what he is talking about, but also an administrative employee who has a question about a relatively minor change in the settings. Our customers know how to contact us for questions about their connections, disruptions, the telephone exchange and general software questions such as programs that are part of Microsoft 365. Precisely this aspect is what makes working in the support department fun, says Marloes. You never know in advance what the day will bring.

 

Marloes started at TéGétèl in 2021 and came in completely blank. She came from a large family business where she managed the daily operations of the company. Because I knew Marloes from a different setting, I knew what capabilities she had. The fact that she had no experience in the field at that time was no objection to me. I had every confidence in her and she certainly delivered on that more than 100%. We complement each other well and she can accommodate my absence from the workplace well, so that customers continue to receive optimal service. 

Marloes herself indicates that she found it very exciting in the beginning. Although she has plenty of experience in managing teams, this was a huge step out of her comfort zone.

Marloes: “It is really exciting to do something completely new while you already have a family and are already comfortable in your life. But the adventure was still appealing and ultimately it is the challenge that makes you grow and develop. I started as a general support employee where I answered the first line telephone calls. By listening to the customer's request for help and processing this in a ticket, follow-up could take place more quickly.
Ultimately, I developed myself more and more on the work floor and was able to use my experience to further professionalize the support desk.
Although it was a difficult step to leave the family business, I have not regretted it for a moment.” 

What Marloes had some difficulty with in the beginning was that after high school she no longer had to use English in her work. This made it quite exciting for her to follow the training courses related to ICT. “ But, ICT would not be ICT if there were no solutions for it.” says Stefan. Ultimately, Marloes successfully completed all training sessions.

Marloes is now our expert in the field of Enreach's telephone exchange and she maintains close contacts with the suppliers of our services. 

One of Marloes' strengths is that she is a real people manager and that she tackles everything. This gives her a quick, clear insight into who can best tackle which problem and how she can get the best out of her team and organization. Because of this attitude, Marloes regularly stays at the office longer so that she can be sure that the customer is being helped and/or is being helped with the issue at hand. 

We – at TéGéTèl – consider every customer important and make no distinction. This ensures that every problem is addressed and resolved correctly. Marloes is an example that a switch to ICT is really possible if you want it. 

I am really very happy that Marloes dared to take the step and that it turned out so positively.
In that respect, hiring Marloes was a golden move!

Would you also like to work for our support team or are you looking for a nice internship? Then be sure to contact Marloes. Based on her experience, she knows exactly how to get the best out of yourself and your development. 

And if you, as a company, are still looking for professional support in the field of ICT, we would of course like to hear from you.
Then I or one of my colleagues would like to come over for coffee. 

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