Meet Helena Antonsson, a dedicated 1st line support professional at Trapets, passionate about helping customers navigate technical issues. With over 10 years of experience in support and an extensive background in the travel industry, Helena thrives on the dynamic nature of her role and finds fulfilment in resolving customer queries. Get to know more about Helena's insights into the world of 1st line support and how her work impacts Trapets and its customers. 

1. Tell us about yourself.

My name is Helena Antonsson, and I have worked at Trapets since September 2023. Previously, I worked in the travel industry for 23 years. For the last ten years, I have worked a lot with internal support and later as a support agent for different travel agencies. I have travelled a lot during these years, so what I like to do now is stay at my summer house during the summer vacation. I like reading, going to the theatre, wine and food, listening to music, and exercising.  

2. Describe a day in your life as a 1st line support at Trapets.

What I like about 1st line support is that no day is the same. You always work "in the now." The day starts with a meeting in the IT OPS support group, where we review the tickets submitted to our case management system.  

The day then continues with meetings, where I work on tickets and different projects. We have projects that help facilitate support for our customers, such as creating self-help articles about various subjects. With projects like these, we can make the support system more efficient and user-friendly.

3. What do you find most rewarding about your role in 1st line support?

The best thing with support is when you can help customers solve an issue and, in turn, can help their colleagues.  

I like to help customers understand how the system works so that it performs for them and makes everyday life easier. Resolving different issues brings a sense of accomplishment.  

It's like solving a puzzle; each solution adds to your knowledge base. Knowing that you've made someone's day a little easier is a great feeling. 

4. How do you feel your work impacts Trapets and our customers?

As 1st line support, you can see the impact of your work immediately. Unlike roles where results may take a long time to materialise, your efforts in resolving customer issues have an instant and tangible effect on the company's operations.  

Support is a significant part of how customers perceive Trapets. As the first point of contact for many customers, your interactions play a crucial role in shaping their perception of the company. Your dedication and professionalism directly contribute to the positive image of Trapets in the eyes of our customers.  

Providing efficient and friendly support helps build a positive reputation. We at Trapets Support always strive toward happy customers and try to surpass their expectations by constantly reviewing our way of working. 

Satisfied customers are more likely to remain loyal and recommend the company to others, which is vital for business growth. 

5. What are your three tips for succeeding in the role of 1st line support?

Stay calm, listen to the customers and be nice.