Sooner or later, each of you will come into contact with JTL support: Whether it’s a simple query about a product or a serious problem in your online business – our dedicated employees are there to help and advise you. We would like to dedicate today’s blog post to them and give you an insight into the daily work of the JTL support team.
A brief introduction to our support team
Around 30 colleagues, divided between the Hürth and Hückelhoven locations, are currently active in JTL support and process around 250 tickets every day.
The individual employees have a wide variety of professional backgrounds: There are colleagues with more technical know-how, others with commercial expertise who already have experience with ERP systems. These different levels of knowledge enrich our daily work and help us to provide you with the most comprehensive support possible in all areas.
Our structure
In the early days of our company, our supporters were not assigned to specific products. Everyone answered all incoming support requests. As JTL-Wawi – and other software solutions – became more extensive and complex, this rough structure was no longer sufficient and we formed smaller specialist teams in which the employees became more and more experts in their sub-area. There are now colleagues who only provide support for JTL-Shop or JTL-WMS, for example, or who look after a special area within JTL-Wawi, such as item management.
By changing our internal structure in this way, we are ensuring a uniform and, above all, agile transfer of knowledge, which ensures that you can put your questions to the relevant experts as quickly as possible. This focus also makes it easier for us to train new colleagues.
Our tasks
Unlike many other companies, our supporters not only take on the classic support tasks, but also act as Quality Assurance (QA) managers and provide the product owner for individual products.
This bidirectional link means that our support is much more closely wired to development, which offers two advantages: On the one hand, we take work off the developers’ hands by doing the QA for them. This allows them to concentrate fully on the further and new development of products and features. On the other hand, our support team can count on the full support of the developers if you encounter problems. As a result, we can answer your queries faster and more accurately!
Basically, we see ourselves as a purely technical support service that does not make any individual adjustments or similar. Nevertheless, you can book numerous services, such as a setup service, on a fee-based basis and we will be happy to support you with your first steps in eCommerce.
In addition to these tasks, our supporters are also active in the JTL forum or the official Facebook group to answer your questions. As product experts, they also often act as contact persons within the company, for example when creating tutorial videos or blog posts.
But don’t worry: despite the large number of tasks, your concerns are of course always our top priority!
The tools we use
In most cases, you send us your support requests in the form of a ticket, which we process using the OTRS ticket system. We use TeamViewer to dial into your computer remotely and also have an in-house diagnostic tool that works in a similar way to SQL DebugView or SQL Server Profiler. Microsoft’s SQL Server Management Studio is also often used for checks within the database.
How the new support model has changed our work
As you may remember, at the end of last year we introduced a new support model with a uniform tariff structure that applies to all JTL products. Unlike our old support model, once you have chosen a plan, you will no longer receive support for just one product, but for all the products you use.
This clear, tidy structure not only creates more clarity and transparency for you, it also improves the work of our support team. And that in turn pays off for you as a customer: Because it allows us to process your inquiries more efficiently and quickly.
Our response times
The support tariff you have booked is decisive for our work. It determines how quickly your inquiries are processed. However, you often don’t have to wait more than a few hours for a response from us. If it does take longer, this is due to the current workload of the respective team and our internal prioritization of severity. Although our motto is “respond as quickly as possible”, we have to process serious blockers first.
Of course, we take enough time to analyze each request in detail. Which – depending on the type of error – can sometimes take more time. In addition, there are calls from customers and partners that also need to be answered. So if you have to wait a little longer than usual for an answer from us, you can be sure that we haven’t forgotten about you:
In around 99% of cases, we can meet or even beat the response time you have booked.
As you can see, the support team at JTL is a colorful bunch of real experts who are all eager to help you with your problems as quickly as possible! Keeping a smile on our faces even in stressful situations is part of the job we love so much. And that’s the best way to put a smile back on your face – even with major bugs.
