IWFirstCall is a multifunctional company offering services and solutions in multiple areas – Help Desk, Call Center, and Network Operations Center, being a 24/7 available partner to its clients. On the other hand, Global Help Desk offers excellent opportunities for employment, personal and professional development. Learn more about IWFirstCall from the interview with Petar Popovski, part of IWFirstCall’s Business Development team.
1. Who is Petar and what is your role in IWFirstCall?
Petar is usually the tallest guy around, a graduated multimedia designer from Copenhagen Technical Academy, a marketing, sales, and management enthusiast, an evangelist for blockchain technologies, and part of IWFirstCall business development team.
2. IWFirstCall is a multinational start-up company that offers support, services, and solutions in several areas such as call centers, help desk, and Network Operating Center (NOC). What do all these areas actually represent and include?
Our mission is simple: we are the human connection between technology and the customer problems that arise using it. Our focus is to help companies to provide a better user experience to the end customer. In order to be able to successfully solve problems that arise when working with applications, we have 3 separate departments that at the end of the day have one common goal – to provide a high level of customer satisfaction whenever they need customer support.
If I go into more detail about the areas of customer support that we cover, I would start with the Help Desk. The role of the Help Desk Technician is to provide technical support to users regarding problems using computer hardware, communications software, or desktop applications.
Call Center is the next area where we offer customer support. Our agents are responsible for answering customer calls, understanding their requirements, and escalating the problem to the appropriate team that is responsible for solving it.
NOC (Network operating center) is the center where our technicians aim to monitor the operations that take place on servers, networks, or telecommunication equipment in data centers or other organizations. The goal is to quickly detect any unusual behavior of the hardware and software used to keep applications running smoothly. In case of a technical problem, rapid escalation to the appropriate team in charge of solving it is extremely important for the end user to enjoy the services in full.
3. What does a potential employee need to know to start working at IWFirstCall?
A candidate for a job with us should have good communication skills in English and resourcefulness with computer applications.
Unfortunately, a large part of the applications that we use daily are rarely used in other companies in Bitola and neighboring cities, nor they are studied at the faculties of information technologies. But that’s why we have prepared a training period where each employee can learn the necessary work tools and acquire skills that are used in 90% of IT support companies globally.
4. What is your vision for the IWFirstCall?
In my work experience, I have been fortunate to work on several multinational projects, where I could see, compare or compete with professionals from different nations. What irritated me the most (at the same time motivated me) was the label that we generally received as a nation “small country, with not that great economy = cheap labor force that will do an average good job”.
This is where our values and qualities came to the fore, which are not to be underestimated in the least. We may not be able to change the size or the economy in our country, but I am sure that our values in the IT industry are there and we are side by side with the best. This is our vision and these are the values that we want to show to every client.
IWFirstCall is not just another outsourcing company where you can find “cheap labor” in the IT market. Responsibility in the performance of tasks, professionalism, creativity, and user satisfaction are the values that guide us at the IWFirstCall.
5. Why did Petar become part of IWFirstCall?
What we offer is a flexible working atmosphere ideal for developing intellectuals who want to upgrade their skills. We are actively looking for new colleagues who have an interesting life stories, and to whom we can give the opportunity to develop their skills even more. Anyone who has ambitions for career growth, and sees himself as a responsible person with a positive and professional attitude, is welcome in our offices.
So, anyone interested in becoming part of our team visit our careers page and apply, or send your CV to hr@iwconnect.com. For all those who want to learn more about us, they can visit our website, follow our profiles on Instagram, Facebook, and LinkedIn or contact us directly.
