VSN's Technical Support team offers to users of the most advanced Broadcast and Media & Entertainment technology a customized attention that is capable of solving any incident in record time. Mr. Javier Sabater, Support Director for more than a decade, answers in this new Q&A a series of questions on its daily activity, the support attention its team develops and how things are going for the company in 2015. VSN's Support Department offers customized attention to its users
What would you highlight from your daily work at Support?
The first quality that comes to mind is hard work, and always as a team. We have a team of support engineers that is fully compromised with the goal of answering the most demanding situation and of meeting the client's need. We provide global support to clients around the world, with a very important 24-hour attention plan, and that obliges us to keep focused and to try to be totally efficient to find the best solution as soon as possible. We fight for that goal, for that idea, and we are proud to say that thanks to that hard work and our bonds as a team, the feedback that our clients leave us is very positive. And that is the best satisfaction that we get: to know that the user has received a satisfactory answer to its consultation in time and that its workflow hasn't stop not for one second.
How do you prepare for meeting the demands of VSN's clients?
What interests us most is to be informed on the latest technological trends and on the newest systems and tools used by the industry, because our systems have to work hand in hand with them very often. We do our best to have first-hand information from real work environments of how these third-party products work with our own solutions, so that we have under control all processes and we can understand how our client's workflows are organized. That way, our reaction speed is maximized and we can offer customized answers depending on what is needed in every case in less time that it normally takes in the industry. All the team's members do their best to always be informed about the Broadcast and Media & Entertainment latest innovations, and thanks to that industry monitoring we understand better what our users need.
VSN offers a 24-hour attention plan to its clients. What can you tell us about it?
It is a plan we offer 24 hours a day, every day of the year. At all times, no matter the client's country or time zone, we are there to answer their doubts or consultations. For us this has been a challenge that has convinced us to keep expanding our Support team. This month we have incorporated two new engineers, since during 2015 we have seen how our portfolio of clients have been progressively growing, and we have adapted to that situation of increased demand of our services. We follow a rule: always give an answer to our clients in less than hour after receiving their consultations. Our Support is effective and non-stop: the client is never left unattended, we are always there to make sure their requests are in the best hands.
What are the plans for the future? What's the vision to keep improving?
We are always working to reduce even more the times it takes us to solve a client's request. This is a topic that we know is important to our users, and we are convinced that we are going to keep improving in this matter, as we have constantly done in the past few years. We have in mind also a very important redesign of our customer's portal, to make it more agile and intuitive, that we will present soon and that will help us to deliver a better service to our clients. Another idea is that of using VSN's social media (Facebook, YouTube, etc.) to offer real-time answers to our users, something that for now we haven't implemented. As I said before, our team of engineers doesn't stop growing and expanding its features, something that makes us a reference in the industry. And we are going to fight to stay there and keep being leaders in this field. This is what keeps us moving and improving, and going forward.
Javier Sabater VSNs Support Director
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VSN's Technical Support team offers to users of the most advanced Broadcast and Media & Entertainment technology a customized attention that is capable of solving any incident in record time. Mr. Javier Sabater, Support Director for more than a decade, answers in this new Q&A a series of questions on its daily activity, the support attention its team develops and how things are going for the company in 2015. VSN's Support Department offers customized attention to its users
