Help Desk manager Tiia Tikka is in her comfort zone when solving problem situations.

– If a customer has a problem with our meters, they contact the Help Desk, and then we start troubleshooting to determine the cause of the problem. I can figure out a large portion of the problems myself, but sometimes I have to forward the customer to one of our experts., Tiia explains. 

In addition to running customer service, Tiia's duties include various other background tasks, so her days are varied and often busy.

Problem-solving in Finnish, English, and with a translation app

Tiia's typical workday begins as early as six in the morning. The plants are starting their own processes then, and the phone might ring first thing in the morning. The caller could be from any country where Finnok has customers: Finland, Sweden, France, Estonia, Latvia, North America, etc. Tiia resolves problems in the Help Desk in both Finnish and English. 

Sometimes the person on the other end of the line doesn't speak either of these languages, but somehow problems always get solved, even if it's with the help of Google Translate., Tiia explains. 

Having experience in customer service work abroad has been very helpful in managing these situations for Tiia.

Problem-solving in the Help Desk is rewarding.

As a counterpoint to her early mornings, Tiia's day ends at two in the afternoon, and this rhythm suits her perfectly. This leaves her with plenty of free time in the afternoon and evening. Tiia also says she enjoys working with a very diverse group of professionals at the Help Desk. The Help Desk is in contact with all departments, as customer issues can relate to anything. However, Tiia believes the best part of being a Help Desk representative is solving problems. 

It feels like being a detective when looking for clues about what might be causing the customer's problem. It's really rewarding when you solve the problem and help the customer., Tiia says.