Being a support agent at RSAWEB

July 03, 2019

At RSAWEB we know that our customers are the most important part of our business. This is why we do everything we can to ensure all of our customers get the best service possible. Our support team is a critical pillar in our business, we spoke to Achmad-Yusuf Behardien, one of our amazing support agents, to find out what it’s like to be a part of this team.  

How long have you been in your role?

I have been a support agent for 2 years now. I joined RSAWEB as an intern, where I quickly acquired the customer service skills and technical knowledge I needed to transition into my current role.  

In layman’s terms, what is it that you do?

I deal with support queries, via call and via email and ensure that customers’ issues are resolved.  I investigate speed issues, activate new clients and help them configure their hardware. Most of the time issues are resolved in the same phone call, either through troubleshooting over the phone or remote access. Ultimately, I keep our customers happy. 

What does your average day entail?

Answering support related calls and replying to tickets, troubleshooting internet issues and logging them to our providers if need be. I’m often creating email accounts and assisting clients with setting up their mail clients. We work very closely with the networking, cloud, projects teams and other departments to help our customers. 

What is it like working at RSAWEB? 

It’s honestly a very rewarding challenge. I have a lot of opportunities for growth and learning; I’ve learnt a lot about networking and cloud computing and this has really opened my eyes to career prospects I might never have considered. The environment, culture and the people I work with really make my day. While occasionally stressful, being a part of a company that has such a strong work ethic and sense of community means that help is never more than a question away. 

What is your favourite part of your job? 

Completing a task and knowing that I have made someone happy by resolving an issue for them. 

What is the most stressful aspect of your job? 

Struggling to find the root of an issue, having tried everything I can think of. Luckily I have a great team to help me out when things get tough before needing to escalate the issue. My team has taught me so much; when I started, I had no idea what to expect or how to go about troubleshooting but now I can identify and diagnose issues after just a few messages from a client. 

What has been your most memorable moment?

It would definitely be receiving a customer service award. I was surprised when my name was called – I hadn’t been in the field for a long time at that point and this is my first job. I was very proud that I had managed to build myself up to that point of recognition in such a short time.

What advice would you give to a support agent on day one? 

I personally feel that in this field, you will have to be willing to constantly learn and maintain composure in stressful situations. Enthusiasm also goes a long way. Never be scared to ask questions about anything.