Steve Higgins appointed Support Manager

Steve Higgins appointed Support Manager

We are pleased to announce that Steve Higgins has been appointed Mysoft Support Manager.

We spoke to Steve about his new role and his experiences of working at Mysoft in software support.

Could you tell us a bit about your new position?

Well the position has come about due to the continued growth of Mysoft’s customer base. As we have gained more customers the support team has continued to expand and I want to ensure that we are upholding our levels of organisation throughout this growth. I will be taking on some of the organisational responsibilities and the day to day running of the department, as well as training the new members of the support team and reviewing our processes moving forward.

What are you excited about with the new role?

I want to ensure that our support procedures are helping us to work in the most efficient way possible, which I think becomes more of a challenge as a company increases in size. I think the main challenge of the role will be to maintain our excellent levels of customer support even though the customer base we will be working with will be much larger. Keeping our customers happy is one of the core values that Mysoft has been built on and one that the support department aims to constantly uphold.

What have you learnt from your time at Mysoft?

I think the best thing about working in the world of ERP is that you can never know everything, there is always something new to learn or a new challenge around the corner to keep you interested. When I started at Mysoft the world of ERP was completely new to me so my knowledge of IT has grown considerably. I think the most important thing I have learned from working in support is the importance of always being willing to go above and beyond for the customer.

What is the most challenging thing about your job?

Well it is always difficult when we are asked a question that we don’t immediately know the answer to. Questions like that are the most difficult but then also the most interesting as it means we get to expand our knowledge of the system. It is also the most satisfying part of the job when we manage to solve these really complex and intricate queries.

What is your favourite thing about your job?

Variety. We have so many different customers who all do completely different things so I get to learn about all kinds of different industries. Having the opportunity to see behind the scenes of so many different businesses keeps the role really diverse and interesting.  

What would you say is your top customer service tip?

The importance of talking to someone on the phone. If there is a serious situation then a phone call is always better than emails. You can sort something out in the fraction of the time it would take to send numerous email with a simple phone conversation.

What advice would you give someone starting a career in software support?

I think it’s quite simple really, you just need to be keen, willing to learn and enthusiastic. 

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