When there are issues that need to be solved, it’s best done through cooperation.
Our support team receives 100-200 customer contacts per day via email and also tens of requests via phone and the support chat.
The number of daily contacts not only tells how hectic support work is, but it also shows how irreplaceable the team is for Liana’s customers and employees. The support team answers customer’s questions, advises in the proper use of Liana’s tools and solves any technical issues that might appear. Liana’s other teams rely on the support team as well. The continuous work of the support team enables the other teams to focus on their own work, without any technical hassle.
Helping people out is clearly the reason that keeps the support team motivated: “The best part of the job is being able to help customers overcome a challenging situation”, says Mirva Leskelä.
Most of the work in Liana’s support team is technology-oriented, as the company develops and provides SaaS services for marketing and communications. Hence, support requests and questions from the customers mostly relate to technical issues. Being able to handle the cases requires extensive technical skills and knowledge of Liana’s tools. “You have to know different web techniques since the work contains a lot of fine tuning with HTML and CSS”, says Tuomas Matilainen. “We also need SSH and support ticket systems every day”, adds Aki Ruohonen.
However, when working with a customer, technical terms will step aside. Liana’s tools are designed for and mostly used by marketing and communications professionals who may not have specific IT skills. “It is important that we use the same terminology as our customers in order to properly help them out”, Mirva Leskelä points out.
“Problem-solving skills and patience are key to succeed in this job. Sometimes there are really tricky cases, and it can take quite a while to come up with a solution. It’s important to be able to keep calm and your head clear”, Team Leader Marko Sneck sums up the skill set needed at work. Multitasking and perseverance are also essential qualities.
Although support work is independent, it’s far from lonely. Especially when facing difficult customer situations, having a great team of people around becomes crucial: “We talk openly, and dissolve the situations together. We never focus only on our own duties. When there are issues that need to be solved, it’s best done through cooperation”, says Marko Sneck.
A great team spirit is essential for the overall satisfaction and enjoyment at work. “Our team is simply superb! Even the most stressful and hectic days go smoothly when I can trust my team and know they’re all on board”, Tuomas Matilainen sums up.
Most of the support team members work at the company headquarters in Oulu, and a few take care of their duties remotely. How did they end up working at Liana? There are many paths, but most of the team members have started their career through an internship.
Mirva Leskelä started as a trainee in 2012 and has been working as a regular employee since 2013. She takes care of the delivery functions i.e. matters related to the delivery of newsletters. In addition, Mirva manages domain names reserved for Liana and customers. Even though the work has remained virtually the same during the years, many things have also changed with the company’s growth and internationalization: “At that time when I started, I had time to participate in customer projects and build customer newsletters. Now support is a full-time job.”
Aki Ruohonen and Tuomas Matilainen have also started with an internship. Both started in 2017 and have continued as regular employees after the internship ended. Tuomas works with Liana’s customers, whereas Aki focuses on internal support tasks. He is responsible, for example, for product installations, server maintenance and admin tasks, such as adding users to the systems. Both Aki and Tuomas are very satisfied with their own roles. “The best thing at Liana is the people. I really enjoy my work and everything else here”, Aki smiles.
The support team got reinforcement from Dubai when Jan Mae Agbayani joined the team in November 2017. As with others, Jan Mae’s days are mostly filled with support duties. In addition to helping the customers out, Jan Mae also helps the Dubai sales team on matters related to Liana’s cloud services.
Support work is rewarding, but being on the other side of the globe also causes some challenges. Time differences and physical distance limits the opportunities to communicate with the rest of the team. Resolving specific and time-consuming situations would often be faster if other team members worked in the same room.
Despite the distance, Jan Mae sees the company culture at Liana as excellent: “I have worked in several companies but Liana has a very unique work culture and great people. It’s a pleasure working with them. Occasionally, we also see after work and keep our team spirit high with restaurant evenings or other small outings.”