A little about me
Hi. I’m Cesar, and I work in the service desk team at Atlas Cloud. I’m a keen Magic the Gathering player and a Mixed Martial Artist. I’m Honduran by birth, but very much a proud Geordie, and I love helping get our customers set up and assisting them with any issues they may be facing.
My story is not so much a story, more of an account of my experience of working in an amazing remote support team that can work, well… remotely. Read on and you’ll understand what I’m getting at.
Remote support administered… remotely
I think the first thing that’s worth pointing out is that Atlas Cloud is – as you may have guessed by the name – predominantly a provider of cloud-based managed services. As such our service desk team are exactly that, desk-based, with the exception of setting up new kit at customer sites. Once customers are set up, support is administered remotely.
However, unlike many Managed Service Providers (MSPs), Atlas Cloud’s service desk team are not tied down to being in the office. This has benefits for myself as a service desk employee but also for our customers. We’re set up so that we can provide exactly the same support sitting in the comfort of our own home as we can when we’re in the office. Even our personal VOIP extensions are routed to our mobile phones for a seamless customer experience.
Ultimate continuity for customers
The main benefit to customers of our service desk being able to work from anywhere is that it means we’re always available. Whatever life or nature throws at us we’re able to connect and give customers the same level of service that they’re accustomed to and, without sounding like I’m blowing my own trumpet, that support is consistently NPS rated either ‘Excellent’ or ‘World Class’ on a month-by-month basis.
"Whatever life or nature throws at us we’re able to connect and give customers the same level of service that they’re accustomed to."
Cesar Botto - Atlas Cloud
