I’ve worked at Future Mind for four years and most of the time in the support team. I usually work at our Warsaw office, but I love to travel and I’m now having a sort of workcation and working remotely from South Africa.
Even though I’m not a technical person, I have some technical background, and I understand code and the process of development. Mainly my role as a coordinator is communication. I’m in contact with our customers and business clients, sometimes even end users, meaning the people using the apps we have developed for our customers. I have prior experience as a QA specialist which helps a lot in solving our customers’ issues.
Solving problems
Working in the support team is fast-paced and requires often multitasking. We of course have monitoring and ticketing systems, but we need to pay close attention to what’s going on in the projects. You need to be agile in the sense that this work requires the ability to adapt to customer needs. I don’t believe there is no such thing as saying no to customers unless the thing is totally out of our hands. It’s only a matter of time, resources, and planning. We have a strong culture of solving our customers’ problems.
The best thing about working here is that I can work with the most recognisable brands. My family and friends don’t necessarily understand what I do, but they know the brands I work with. One of the biggest customers I’ve worked with is Żabka, a large convenience store chain with approximately 10,500 locations here in Poland.
The environment changes all the time, sometimes quite rapidly. A critical incident might require several people’s attention. It might sound hectic and stressful, but it’s actually not. We have good processes on how to proceed and the experience gives us confidence in solving the problems. Of course, we also rely on our tools, such as Atlassian tools.
I have great team members to work with, which I appreciate. Whenever something is needed, people are willing to do it. We care about each other, the projects, and the customers.
I’d love for people to understand more about what we do. This is extremely important work, to keep our customers’ services up and running.
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