It’s a bright sunny Monday morning, and I am in the kitchen making green tea to prepare me for the day ahead. I know today will be a busy day, just as busy as last week. Firstly, I load up the in house software used to support our customers; once this is done I am ready to answer Sage 200 customer calls as the phone rings the moment I sit down at my desk.
The life of a Support Consultant is busy to say the least. My day also consists of working through customer emails that I have existing issues with. The information from the emails will need to be stored against the ticket for future reference and to assist resolving the issue. The information received can vary from screen prints of the error messages the client is receiving, to replication steps in order to recreate the error on my in house system. Once my emails are updated I get working on existing tickets and logging new ones as they come in.
Lunch time! There is so much to do around the Fort Dunlop building, so I always look forward to my lunch. I tend to visit the gym which is conveniently located on ground floor, or I pop down to Costa coffee for a hot chocolate with my work colleague. It is important to have a break and clear my head because of the focus that is needed throughout the day on the support desk.
I’m back in the office; my hour break is now over. I sit back down at my desk, ready to resolve more existing logs and once this exercise is complete I log new support issues that have been emailed to the support department.
Nine times out of ten, I have to log onto a client’s account in order to resolve an existing ticket. This is my favourite part of the role, solving problems. I think it is extremely important for a Support Consultant to have strengths in problem solving as it is an important skill used daily, due to the amount of analysing and research that goes into solving the issue.
Today was packed with problems to solve, so I really have to be alert and focused in order for our customers to walk away satisfied. One of my customers could not complete their year-end due to their user permissions. Therefore, I had to log into their account and make changes to the user account. If this fails to work I can enter the Accounting System Manager to remove disconnected logins. It’s such a great feeling to solve problems like this one. The customer walks away happy as they can complete their tasks and I feel as if I have added value to their knowledge if this happens again next time.
It’s important that I prioritise tickets that I log and deal with them accordingly, for example a client not being able to close the year end, would be a high priority as all the clients users would have to log out of the system. This would be considered as a site down and be dealt with promptly to minimise down time.
An example of an issue resolved in 5 minutes would be removing disconnected logins during a year-end task. An example of a complex issue needed to be resolved, was when I had to build an image with the same configuration as the clients, the SQL Version had to match in order to restore the database along with the same Sage 200 version. The year-end for this client took some hours to run due to the amount of customer accounts on the system. Although it’s not usual practise I took my laptop home over the weekend to leave it running. I was pleased that the year-end completed with success on my laptop, however this ticket is still on going as the Technical team are looking at server issues.
You can see that a typical day in the office can vary from 5 minute tasks to 5 hour tasks, so I never know how my day will plan out until I sit down at my desk. Tasks can be resolved by sending training documentation. I have sent across documentation from the Sage library in some instances. If I can’t find a particular document, I will create a new guide and add that on to the library help other members of staff.
There are times where I have to seek the advice of others. For example, today a client received an error message each time they ran one of their Sage 200 CRM reports. I am trained in Sage 200 but not CRM; therefore I asked one of the CRM consultants to guide me through this issue. He kindly dialled onto my PC where I was dialled into the clients PC. He was then able to illustrate the issue providing the exact recreation steps along with the report name that was failing to save. The ticket was left in the capable hands of the CRM consultant who had later called back with good news. He explained that the issue was resolved. It is really nice to work as part of a team and know I have knowledgeable consultants to hand when required.
Another positive aspect of my job is the development courses I attend in order to make my knowledge more valuable to CPiO customers.
I leave the office around 16:30 or 18:00 depending on what shift I am on. I can really unwind after work and attend a gym class or catch up with friends and family. I aim to sleep around 22:30 so I am fresh when my alarm sets off at 06:00 for another eventful day in the office.
Alicia joined CPiO in 2009 as a Financial Accountant, with 8 years’ experience in finance. Alicia has received training in Sage Line 500, Sage ERP 1000 and Sage 200. She now specialises in Sage 200.