Hello!
It is (as always) busy times at the MA office. We are currently housing over 35 people and will probably be 45-50 by the end of the year. My job description is changing as well, more on that after the summer when all the details are set.
Today I wanted to present a Behind the Scene feature, from one of the most rumored-about areas of MindArk and the Entropia Universe, the Support. I bring you words from our Customer Service Director Cornelia Sundström, about vision, policy and facts (like all Support is done in house today, after a stint of trying outsourcing).
Without further ado:
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Hi everyone,
Marco has invited me to make a contribution to this forum to introduce myself and the Entropia Support Department. I thought it was a great idea, and an excellent opportunity to offer our community an insight into our working methods.
My name is Cornelia Sundström, I am 32 years old and began working at MindArk in March 2005 after finishing a Masters degree in Communication Science in Berlin, Germany. In October 2005, I became the Customer Service Director and am now responsible for the organization of the Entropia Support Department.
The Entropia Support team currently consists of six employees, with plans to expand the department soon and provide even faster service. Our goal is to offer 24 hour support in several different languages.
The Entropia Support department is today situated in the Gothenburg office where we work closely with the development teams and management. The daily communication with the other departments is crucial for our work. Our main task is to supply all Entropia Universe customers with technical support for the Entropia Universe. Some of our staff is involved in other areas too, such as test, text and translation. Due to the specific nature of the Entropia Universe as an ever-changing complex virtual experience, we need to keep ourselves updated in all areas and this aspect certainly makes our work most interesting, but also very challenging.
I define our work in the Entropia Support Department, as the connecting link between the company we are working for, and our customers. Our primary goal is to offer a high quality customer service at all times. However, even though we are all dedicated to helping our customers with the variety of Entropia Universe related issues that arise; we are governed by some policy constraints which are connected to the general policy of MindArk PE AB. These constraints are formulated in the section “Support Policies” on our website, here (http://www.entropiauniverse.com/en/rich/5383.html).
As part of our commitment to providing a high quality support service, we have developed a short survey, which will soon be sent to all participants. We would very much appreciate if you could find the time to fill out and return the survey to us, as this will help us in improving our service further.
We all look forward together to an improved experience.
Best wishes,
Cornelia Sundström,
and the Entropia Support Department.
--
It is (as always) busy times at the MA office. We are currently housing over 35 people and will probably be 45-50 by the end of the year. My job description is changing as well, more on that after the summer when all the details are set.
Today I wanted to present a Behind the Scene feature, from one of the most rumored-about areas of MindArk and the Entropia Universe, the Support. I bring you words from our Customer Service Director Cornelia Sundström, about vision, policy and facts (like all Support is done in house today, after a stint of trying outsourcing).
Without further ado:
--
Hi everyone,
Marco has invited me to make a contribution to this forum to introduce myself and the Entropia Support Department. I thought it was a great idea, and an excellent opportunity to offer our community an insight into our working methods.
My name is Cornelia Sundström, I am 32 years old and began working at MindArk in March 2005 after finishing a Masters degree in Communication Science in Berlin, Germany. In October 2005, I became the Customer Service Director and am now responsible for the organization of the Entropia Support Department.
The Entropia Support team currently consists of six employees, with plans to expand the department soon and provide even faster service. Our goal is to offer 24 hour support in several different languages.
The Entropia Support department is today situated in the Gothenburg office where we work closely with the development teams and management. The daily communication with the other departments is crucial for our work. Our main task is to supply all Entropia Universe customers with technical support for the Entropia Universe. Some of our staff is involved in other areas too, such as test, text and translation. Due to the specific nature of the Entropia Universe as an ever-changing complex virtual experience, we need to keep ourselves updated in all areas and this aspect certainly makes our work most interesting, but also very challenging.
I define our work in the Entropia Support Department, as the connecting link between the company we are working for, and our customers. Our primary goal is to offer a high quality customer service at all times. However, even though we are all dedicated to helping our customers with the variety of Entropia Universe related issues that arise; we are governed by some policy constraints which are connected to the general policy of MindArk PE AB. These constraints are formulated in the section “Support Policies” on our website, here (http://www.entropiauniverse.com/en/rich/5383.html).
As part of our commitment to providing a high quality support service, we have developed a short survey, which will soon be sent to all participants. We would very much appreciate if you could find the time to fill out and return the survey to us, as this will help us in improving our service further.
We all look forward together to an improved experience.
Best wishes,
Cornelia Sundström,
and the Entropia Support Department.
--
