Working as a 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 focus primarily on investigating, solving, and preventing technical issues for our customers. I do this by answering customer inquiries, writing support articles, and conducting webinars.

My first weeks at Payt

During my first week, I had plenty of time to familiarize myself with the Payt application, working each day with a different team member from the service desk. At that time, I wasn’t yet aware of how much knowledge there was to gain as a technical support engineer. Fortunately, I could turn to my colleagues with any question. Throughout the week, I gradually took on more responsibility for customer inquiries via chat and email.

Within the support team, you quickly gain a lot of responsibility for customer inquiries, but if you can’t figure something out, everyone in the company is more than willing to help you. In the first few weeks, I started to get a better sense of where the responsibility lay for different processes and became increasingly aware of where to go for answers or who to speak with to find a solution for the customer.

What I’m working on

Over the past year, I have developed an in-depth understanding of the application. This includes answering customer questions about how the software works or exploring unused 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 work with a developer to find a solution. Additionally, you often guide large new customers after the implementation specialist has handed them over following their go-live.

It’s 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 some getting used to for me when the training wheels came off quite quickly. They assume 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 been a great solution for me.

Whenever there’s a social gathering, it’s accompanied by a fun activity, which I’ve found to be a great way to get to know each other better in a relaxed setting.

There’s 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 use and appreciate the solutions I’ve come up with. This appreciation is also evident from the many holiday cards we receive as support.

As a technical support engineer, you’re uniquely engaged with the accounts receivable management software, 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 in 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/