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Alys Smith, our HR Generalist has been interviewing Quartix staff to learn more about what it’s like to work at Quartix. This time, Alys is speaking with Huw Turnbull, Technical Support Team Leader.
Tell me a bit about yourself
I have lived in the Newtown area my whole life; I grew up in a nearby village before moving to Newtown when I flew the nest. In my spare time I enjoy watching films, playing pool in the Newtown pool league, PC Gaming and ‘surveying’ the Montgomeryshire hostelries with CAMRA.
How do you find it working for Quartix?
Ever since I joined Quartix in 2011, I’ve enjoyed the atmosphere here. Over the last 6 years I’ve been privileged to see the company’s impressive growth.
How would you describe the Company culture?
Working for Quartix Technical Support presents different daily challenges, which means it’s never boring! Everyone in the department shares my enthusiasm for resolving customers issues quickly and in a friendly and professional manner and, in doing so, reinforcing Quartix’ s reputation for first rate customer support.
I’ve been in highly customer focused roles throughout my career, in one way or another, so the commitment here to providing the very best customer support is ideal for me.
What would a typical day in your technical support team be like?
A typical day in the technical support team consists of dealing with customer queries regarding the system, from requests for guidance in how to use and get the best out of the system to logging faults with units and reports.
Where faults with units are found, we have an array of in-house developed systems to assist us investigating issues and we use these determine the cause of the fault and to either fix the issue remotely or accurately guide our engineer when on site.
How would you describe the support team at Quartix?
My team and I need to work efficiently together to ensure the demands of our clients are met swiftly and with an accurate, professional and friendly manner. Thankfully my team have a wealth of experience in doing just that–not just meeting but exceeding customer expectations time after time.
What’s next for the support team at Quartix?
Since I joined I’ve seen the support team grow and I suspect that will continue, however we’re in the process of introducing new systems which will help us to streamline our processes significantly. This will mean that the support team can spend less time on manual processes and more on being in contact with our customers (the good stuff!)