In my role, I provided comprehensive support to both B2B and B2C users, including app-users and fleet/business users. I am responsible for troubleshooting, resolving issues, and delivering seamless customer service to ensure high user satisfaction. Additionally, I focused on optimizing support workflows and processes, leveraging automation tools to scale our support operations and enhance efficiency. By streamlining communication channels and implementing automated solutions, I aim to reduce response times, improve support quality, and enable the team to handle a larger volume of requests with minimal manual intervention.

Testing and verification of new features, bug fixes and changes in the EEVEE-app, the public website, the EEVEE Business Platform.Providing support (B2B and B2C) to app-users and fleet/business users.

Sfeerbeelden nodig voor in een folder, je website of je social kanalen? Heb je een evenement gepland? Een zomer- of later een winterbar? Een clubmeeting of wedstrijd? De voortgang van je eigen huis in opbouw? Ben je zelf fotograaf en heb je mij er graag eens bij? ... Kortom, is er iets waar een kijk van bovenaf wel tof kan zijn? Laat me wat weten en ik kom graag eens overvliegen.

Community and communication- Managing the relation with the users, the customers and stakeholders in collaboration with the Product and engineering team.Testing- Testing of new features and bug fixes Support (B2B and B2C)- Supporting app-users, business users and banks themselves.- Manage the communication and integrations with the banks (PSD2)

Product- Decide the course of the two products; Climapulse Service and Climapulse Connect.- Responsible for the prioritisation of tickets and projects.- Keeping an eye out for changes in the law/regulations regarding HVAC which could impact the product and usability.- Coordinating the workload.- Keeping an overview of what is happening on the ProductBoard.Support- Providing support for B2B customers- Gathering feedback via touchpoints: emails, calls or meetings.- Close follow up for more complex onboardings (connection needed with API for example)Marketing and Communication- (Coordinating) communication for projects.- (Coordinating) communication via Social Media for projects or day to day events. - Gathering content for the newsletter that goes out to customers/registered users.Testing- Newly added features.- Existing processes for regression. - System and core updates. - Verifying fixes for reported bugs.

I am responsible for getting technical issues solved as soon as possible, by having a clear and complete overview of our total architecture, being able to translate questions and complaints into well-defined tickets and by finding the right person to fix the problem, both internally as within the organisations of our IT partners.• Translating questions/complaints into technical language.• Analysing problems and trying to find the solution.• Being very close to our IT partners who’ll use our analysis to solve the problem.• Validating solutions that have been implemented by our partners.• Being part of the 24/7 on-call team.

• Decide the course of the product Mobile Vikings.• Responsible for the prioritisation of tickets.• Coordinating the workload and make the work debatable.• Keeping an overview of what is happening on the Kanban board and backlog.• Making sure the entire squad is on the same page, that we have a known and common goal.• Making sure we all know what we are doing and why we are doing it.• Check if incoming tickets, that can come from anyone from any department, are well described; the problem and the expected behaviour is provided before being picked to be handled.• Incident management; when incidents occur making sure the right people are contacted and notified. Investigation of the rootcause and impact analysis to decide which next steps need to be taken.ProjectsImplementation of Roam like at home, discontinuing Viking Talk, implementation of new postpaid priceplans, implementation of upgraded postpaid priceplans, migration to a new Business Support System (BSS), migration to an updated Mobile Virtual Network Enabler (MVNE), migration from a Light MVNO to a Full MVNO (ongoing).

• Testing of the Viking App by Mobile Vikings. A mobile app for iOS, Android and Windows Phone with over 200.000 installs• Testing of the website which is used by ±250.000 Vikings on a monthly basis.These contain• bugfixes;• upgrades (mainly Django upgrades);• new features based on projects.Multiple daily releases contain the above for the Mobile Vikings website.The builds are created using Circle CI (later on Jenkins) and Rundeck as deployment tool.

Internal IT. This included:• Managing the internal network, servers and the PBX phone system Customer Care with with.• Structuring user accounts and hardware policies on hiring new staff.• Purchasing all needed hardware for new staff Supporting staff on various operating systems with network and software requirements.---Systems usedFortinet: Fortigate, FortiAP Aastra PBX & ACP Windows/OSX/Linux operating systems, JIRA, Confluence

First line support for customers(Vikings) using Social Media(Facebook, Twitter), e-mail, phone.Support of the marketing division on events, marketing actions,.---Tools usedTwitspark, Sparkcentral, Hootsuite, Trac, ACP, Facebook, Twitter.

Thesis: Ensuring quality in a rapid development environment (by using buildbot).

First line support for customers (Vikings) using Social Media (Facebook, Twitter), e-mail.First Line support for customers in the evening 8-10pm using Facebook & Twitter.