Expert Corner with Clemens Hildebrandt - IT Customer Support at eddyson

Clemens has been part of the eddyson team since September 2018, and has been a valuable member of our operations team ever since. His apprenticeship as an IT specialist for system integration and an internship with us have prepared him perfectly for his current role. In the following interview, Clemens gives us an insight into his daily routine, his expertise and what excites him most about his work at eddyson.

What does a typical day look like for you? 

"Depending on the shift, I start my day by getting an overview of our services to make sure everything is running smoothly. I focus on identifying potential issues that may need immediate attention. Critical issues such as system outages or connectivity problems are always top priority. After that, I handle the day-to-day tasks of the IT customer support. I process customer requests through the ticketing system, handling urgent requests directly or forwarding more complex issues to Second Level Support. I often work on resolving transaction errors, which are typically caused by data inconsistencies, faulty transmissions, or communication problems between systems. These issues must be resolved quickly and accurately to ensure that our customers' business processes remain unaffected. I'm also responsible for setting up new connections. Each new connection is unique and requires a customized approach, which is often an interesting challenge.

What do you consider to be the most important skills in your job? 

"A strong understanding of the problems that arise and a pronounced customer focus are essential. You need to be able to quickly identify, analyze and structure solutions to problems. Good teamwork skills are also crucial, as effective team collaboration is necessary to handle more complex requests and ensure seamless data flow in our customers' EDI processes. Without these skills, it would not be possible to work efficiently in this area."

What advice would you give to someone considering a career in IT?

"Be willing to continuously grow and regularly reflect on yourself. The IT industry changes rapidly and you need to keep up to date. Choose an area that you find interesting, as this is the only way to stay motivated and successful in the long term. It's also important to know your strengths and project confidence. Never lose sight of your own value and don't underestimate yourself - this is crucial in this industry."

What do you like most about eddyson?  

"I particularly appreciate how the structures at eddyson are constantly evolving. This allows us to work more efficiently and better collaborate across teams."

What do you find most exciting about your work at eddyson? 

"I like to be challenged when it comes to setting up new connections. Each connection has its own unique characteristics and requires an individual approach. This variety ensures that the work is never monotonous and that there are always new, exciting technical challenges to overcome."

What is your secret strategy for getting through a stressful day at work?

"Regular communication with my colleagues! By supporting each other and sharing ideas, we stay on top of things and distribute the workload more effectively. This teamwork not only increases efficiency and reduces stress, but also fosters a strong sense of community."

Where are you most likely to be found in your free time?

"In my free time, I love to be outdoors with my dog Stella, taking long walks or enjoying little adventures in nature. Spending time outdoors in the fresh air is the perfect way for me to relax, clear my mind, and recharge."