Increase
customer satisfaction by offering personalized call treatment.Staff Spotlight: Vincent Yong
by Vincent Yong | Published On July 28, 2023
My journey with ComputerTalk started in summer of 2017. I finished my last year of my Software Engineering degree from the University of Guelph in April and decided to take a well-deserved break after completing my degree.
As the job hunt was in full swing, I saw a job
posting on the university's job board for a company that was close to where I
live. I prepped my cover letter and resume and submitted my resume pack to
ComputerTalk. I applied for the Research and Development team thinking that I
had what it takes to join the team developing websites and implementing the
latest and greatest.
After an initial interview and a written test, I
thought I didn't get the position after not hearing back after a week. However,
I received a call from ComputerTalk to consider other opportunities in the
Application Developer team as they thought it was a better fit. After another
written test and a couple more interviews, I was officially hired.
The first month was an eye-opening experience. As
a recent graduate, I never thought about working on developing and deploying
contact center solutions for a wide variety of companies. I remember getting
projects related to companies that I recognized and had already interacted with
using their customer service line.
Most of my projects for the first year were helping
with upgrades from ice Contact Center version 6 to version 8. This helped
improve my knowledge of how ice works and understand the potential the product
has for customers, as well as how unique each customer's call flow was from one
another. With the resources available to the team, the opportunities are
endless.
Six years later, I continue to work on requests
coming in from clients, but now I handle more complicated deployments. My main
specialties are developments using icePay and new web services.
I also help the Education and Documentation team
by conducting the beginner and advanced workflow training for clients that
would like to learn how to manage their own call flow and improve on supporting
their solution. It's a fun way to meet the clients we deploy our solutions to
and understand their needs and wants so the team can improve the way we deliver
the contact center solution for future clients.
This opportunity with ComputerTalk has given me
the experience of working in the field using the knowledge I learned in
university. On top of that, there's always the opportunity to move around to
try out new departments and projects.
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