Life at Virtual Forge is multifaceted; our tasks are widely spread between IT, Support and Marketing. We would like to give you a better insight: What does the work day of, e.g. an employee in the Support department look like? Which qualities does one need to become a dual student in our IT department or what do our Sales employees associate with our company?
We have asked our colleagues and will now introduce a new employee to you in our blog series “Life @ Virtual Forge” on a regular basis.
Hello, my name is Pouwe. (Pouwedeou Tcha-tokey)
What's your life motto?
“Life is very easy! – Make peace with everybody!”
Who are you and what do you do at Virtual Forge?
I am Pouwe. I come from Togo in West Africa. I've been part of the support team at Virtual Forge since February 2018. My main task is to take care of our customers when they have problems with our products. Our customers are very important to us and their satisfaction means everything to us. We do our best to meet their needs and satisfy them with our products and services. What I like about customer care is the communication with the clients and the troubleshooting. I enjoy helping people and looking for solutions to problems.
What's your job about?
I help our customers with any questions or difficulties, which they may have with our products. I support them via e-Mail, phone, our JIRA system or live WebEx-sessions.
With the WebEx live support, I guide the customer step by step through his system. Usually we find the solution during the live conference. If this is not the case, I consult my team or pass the problem on to development and they help me.
What can you tell us about your team and the collaboration within Virtual Forge?
Since the first day at Virtual Forge, I feel very comfortable. I have the feeling that I have known my colleagues for ages. The colleagues are nice and reliable. We – from the CEO to the receptionist – are all on a first name basis. Working at Virtual Forge is great, and I like coming to work. From the very beginning, I was warmly welcomed by my team, where I feel comfortable. I am also very grateful that I can improve my German and English skills through my work.
What's on your schedule today?
Usually, I’m working with JIRA ticket system. Right now, I’m doing an English course and am with my teacher.
Afterwards, there is a WebEx- meeting with a customer to fix a problem. I have to reproduce a customer problem in our system. Then I will look for a solution together with my colleague.
What do you like most about your job here?
I really like my job, because it's like detective work and you never know what will come next. The nice thing about my job is that we always find a solution. I learn something new every day and improve my professional skills constantly.
What is the biggest challenge of your job?
The biggest challenge for me is when the customer needs a solution urgently which we cannot provide immediately.How did you get your job?
I learned about Virtual Forge through the recruitment agency. While I was looking for a job, I was being made aware of the job at Virtual Forge. Further, I was invited to an interview and I got the job!
How did you experience your time at Virtual Forge so far?
All I can say is that I am improving my skills and knowledge every day. My knowledge about the products is constantly growing and I continue to get a better understanding of our services.
Which qualities should one have for your job?
For my position you should have a basic knowledge of ABAP programming, because sometimes the customer problems lie in the source code, which we have to test and check. Furthermore, you should have fun working with all kind of people.
It is important to be patient and remain calm, even if the problem is difficult and the customer gets angry. You shouldn't take anything personally but try to calm the customer down and defuse the situation. In general, you should like helping other people what I like a lot.
What development prospects are there in your department?
Every three months we have a boot camp meeting, where we get internal live training sessions. In these sessions, we are presented with what is new on our products, trainings are given, and test cases are made. Just recently, the development department started organizing additional "Knowledge Sessions". For this my team collects problems and topics with high improvement potential and the development department does a training for us.
In addition, we have a weekly "Jour fixe" in the team. This is a team meeting in which we share all information and discuss problems. I am very happy that I can learn more at these trainings.What was your highlight at Virtual Forge until now?
My highlight was the last Virtual Forge summer party. Since I was still quite new, this was a good opportunity for me to get to know the other colleagues. The atmosphere was great! There was good music and delicious food. I enjoyed it a lot!
I also love the golf challenges which often take place on Friday´s after work. I like to play golf with my colleagues in the office corridor while listening to good music.
What do you associate with Virtual Forge?
Virtual Forge is like a bodyguard for SAP systems. We protect our customer’s systems from the bad guys, i.e. attacks, threats, etc. We find security holes and other problems that could affect the system. That's a great feeling! I like it!
What do you do to keep busy when you're not at Virtual Forge?
My son keeps me busy.
What advice would you give to a student or apprentice in your profession to get ahead? What advice should they ignore?
As a foreigner in Germany, life wasn't always easy. Very often, I felt left alone. Without having my family nearby, I had nobody whom I could ask for advice.
At the beginning, the German language was a problem and it was difficult to approach people with these language barriers. However, I managed everything and did not give up my studies – I pulled through to the end.
An advice to my twenty-years-old self would be: “Prepare your future well.” I would also say: "Have the courage to approach people". Only through interaction with others, you will progress in life.
The last advice could be: "Always be proud of yourself and self-confident".
Thank you, Pouwe!
Should you be interested in the other entries of our blog series 'Life @ Virtual Forge', please refer to the links below:
Leonard Ertel, Student
Simon Skalik, Inside Sales
Constantin Hocke, International Sales
Hella Speidel, Assistant
Christian Fein, Security Consultant
Philip Wulsten, Working Student
Fridolin Hanf, Head of Support