Stepping into the IT realm as a newbie was no easy feat. I was a total novice in the IT field, and all I could think was, could I succeed?
With my prior customer service experience in F&B, I realised the soft skills that I have honed were a valuable asset that I could bring into my work.
It requires a unique blend of technical understanding, emotional intelligence and an unwavering commitment to problem-solving under pressure. Definitely not stepping into unfamiliar territory, but the customer’s request this time will be about digital certificates, not tea time cakes.
As a Customer Service Officer at Netrust, we serve as the bridge between the technical teams and customers, ensuring that timely support and solutions are received. We would need to liaise with the customer to ensure that the order details and certificates are issued on time, preventing any disruptions. On the other hand, we often coordinate with the back-end team when new projects are announced.
The IT industry never sleeps, and neither do its problems. System outages, software bugs, and account issues can arise without warning. It is not unusual to handle dozens of cases at once, all demanding immediate attention.
In a dynamic and fast-paced industry, it’s the norm for new features, updates, and integrations to roll out frequently. The customer support team need to stay up-to-date on all of them to avoid giving incorrect information.
This means continuous learning (often on the fly) on new software releases.
It was a daunting task; I only had the IT Knowledge learned in school to weather me through this journey. However, with information being right at our fingertips, I was able to do my research on the terminology that my peers were using.
Let’s face it, by the time a user contacts support, they’re already frustrated. Whether it’s a login failure or a petty inquiry, emotions can run high. It takes skill to remain calm, listen empathetically, and not take things personally, even when conversations get tense.
As time went on, I was tasked to tackle increasingly complex assignments, which resulted in gaining valuable hands-on experience. Eventually, I was able to conduct troubleshooting sessions for my users.
At times, I felt like I did not belong in this world of IT, all my peers seemed more qualified and technical. However, with my team guiding me, I was able to grasp and strengthen my foundation in my IT skills.
Carrying out daily tasks slowly became a breeze. I definitely had my plate full of difficulties when it came to the nitty-gritty of the technical issues, but with the constant exposure to problem-solving opportunities, I became more confident day by day.
I often find myself thinking, ‘Where will I be in the next five years?’ Maybe a professional pastry chef at some fancy hotel? But no, I found my place in the IT industry, as odd as it may sound, I took that leap and proved that a career change is totally achievable.
Entering the IT industry as a Customer Service Officer without previous experience is entirely possible. Your soft skills, attitude, and willingness to learn are your greatest assets. As you gain experience, you’ll find yourself more comfortable navigating the technical aspects and advancing in the industry.
I learnt that being patient, trusting the process and remembering that every challenge is an opportunity for growth. Today, I can look back and be proud of the hard work and courage it took to pursue a new career in IT.
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