The best way to deal with a client's problem is to fix it before it happens, says Dixon Yeung, EMC Corporation customer services engineer
MY JOB CENTRES on problem solving. To be specific, I am a technology troubleshooter who provides support services and capabilities to help clients solve their data storage problems.
I start my day checking my e-mail and monitoring systems to see if any queries or problems have been reported overnight. I then start to prioritise my day's work.
Obviously, I deal with the urgent problems first. Usually, if there is a major problem, clients will call me on the client support line rather than send e-mails. Depending on the nature of the problem, I might have to visit a client in person or handle the matter remotely through our dedicated support systems.
I operate a system of sophisticated remote support capabilities built directly into our data storage systems. A key part of my daily work is to activate tools for finding and eliminating problems before they affect a customer's operations.
In most cases I can use tools located at the EMC customer support centre and implement the appropriate response remotely. This eliminates the need for me to pay an on-site visit.
The fun part of the job is never knowing what the next problem will be. The challenging part is solving a problem as quickly as possible and providing clients with satisfactory answers. Enquiries can cover any number of topics, from a system malfunction to integrating new systems or utilisation of data storage capabilities. My job is to deal with each client as quickly and efficiently as possible.