Working as technical support engineer at Payt: my first year

My name is Pepe Penninkhof, I am 27 years old and I am a technical support engineer at Payt. I primarily focus on investigating, resolving, and preventing technical issues for our clients. I achieve this by answering customer queries, writing support articles, and conducting webinars.

My first weeks at Payt

During my first week, I was given plenty of time to familiarise myself with the Payt application, working each day with a different member of the service desk team. At that point, I wasn’t yet aware of the vast amount of knowledge to be gained as a technical support engineer. Fortunately, I could approach my colleagues with any questions. Throughout the week, I gradually took on more responsibility for customer queries via chat and email.

Within the support team, you quickly gain significant responsibility for customer queries, but if you encounter any difficulties, everyone in the company is more than willing to assist you. In the first few weeks, I began to understand where the responsibility lay for various processes and became increasingly adept at knowing where to find answers to questions or who to speak with to resolve a customer’s issue.

What I’m working on

Over the past year, I have developed an in-depth understanding of the application. This includes answering customer queries about how the software works or exploring untapped features within the software.

The work is far from just question and answer. As a technical support engineer, you are also responsible for the flow of information between the customer and various departments. For instance, a customer might discover a bug, and you would then collaborate with a developer to find a solution. Additionally, you often guide large new customers once the implementation specialist has handed over after the customer goes live.

It is important that when we identify recurring questions or issues from customers, we address them not only quickly but also efficiently and sustainably. The principle that prevention is often better than cure applies here, which is why I also focus on writing knowledge base articles, developing internal workflows, and drafting customer ‘feature requests’ for the developers.

The work atmosphere at Payt

At Payt, people trust each other in the work they do. It took me a bit of time to adjust to the fact that the training wheels came off quite quickly. It is assumed that they know what to expect from you, and you can expect the same in return.

There is a very relaxed atmosphere in the workplace, and working from home in certain situations has also been a very good solution for me.

Whenever there is a social gathering, it is accompanied by a fun activity, which I have found to be a great way to get to know each other better in a relaxed manner.

There is plenty of room to grow

The best part about working at Payt is the responsibility you can take on and the trust that comes with it. This means you often have the freedom to solve problems in your own way.

It’s incredibly motivating to see customers actively using and appreciating the solutions I’ve devised. This appreciation is also evident from the many Christmas cards we receive as support.

As a technical support engineer, you engage with the accounts receivable management software in a unique way, often seeing solutions that might be overlooked in other roles.

For this reason, it’s the perfect starting point to take the initiative to grow further within the company. I’m looking forward to exploring opportunities within the company over the coming year to further develop myself.

Does working at Payt sound like something for you? Check out our current job openings. https://werkenbij.paytsoftware.com/