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Prosenjit Barman on Whisking Together Tech Solutions and Serving Excellence

November 30, 2023

Kathy Banach

From the alleys of Chittagong to the avenues of client support, Star of the Month Prosenjit Barman gives us a taste of his diverse skills, infectious enthusiasm, and passion for overcoming every challenge.

Prosenjit, can you tell us a bit about yourself?

Hi, I’m Prosenjit from Chittagong, Bangladesh, fondly known as the “port city”. I live here with my family, which includes my parents and younger brother. I also have an adorable niece, who spends a lot of time in our home and fills it with joy and energy. 🙂

As a close-knit family, we follow the Bengali traditions and culture. This means we get to celebrate at least one special occasion every month, which adds joy and festivity to our lives.

Prosenjit having a good time with his niece

What’s something special that others may not know about you?

Not many people know about my culinary skills and love for experimenting with food. I have a knack for making unique curries and mashed dishes. I must say, I quite enjoy them myself. 😊

Could you describe your role at OnTheGoSystems and what a typical day looks like?

I currently work as a Supporter for WPML (WordPress Multilingual). As a Support Engineer, my primary responsibilities include assisting customers with technical issues, providing solutions to their problems, and ensuring their overall satisfaction with the product and our service. This role requires a mix of technical knowledge, communication skills, and problem-solving abilities.

My day usually starts with reviewing my calendar to organize the day. I then address the queue of support tickets, give priority to urgent matters, and strategize the workload. Engaging in chat support and resolving tickets takes up a significant part of my day. Our team, the Magnets, led by Marcel, holds regular meetings to discuss objectives and updates.

Additionally, our team often needs to get involved in writing documentation, for example when a new plugin gets added to our product line. As a part of this effort, I worked on internal documentation for a new WPML add-on called WPML Export & Import. I’m proud to have worked on this project. It’s been a rewarding experience.

The local library is a great place to read (and take a photo or two)

What are the essential skills needed in your job?

My job requires a strong technical foundation in PHP, Javascript, MySQL, and familiarity with hosting/server applications. It’s also important to have in-depth product knowledge, troubleshooting skills, and a customer-centric mindset.

Being patient, empathetic, and committed to resolving customer issues is crucial in a support role. You need to be able to see issues from the customer’s perspective to deliver exceptional service.

What do you enjoy most in your role as a support professional for WPML?

Interacting with a diverse range of people and resolving their issues is what I enjoy most. This not only helps me improve my technical skills, but also gives me the chance to directly impact customer experience positively. I feel encouraged when clients express satisfaction with my service and leave positive feedback.

Additionally, I value the variety in my daily work. Each day presents unique challenges, and overcoming them brings a deep sense of satisfaction.

And now, being recognized for my work and named the Star of the Month has filled me with a great sense of pride and accomplishment. This recognition has further motivated me to continue learning and improving.

Prosenjit on graduation day

How do you stay connected with your fully remote team?

I always feel connected with our team thanks to regular interactions.

We chat regularly in our team group on Mattermost, which is the messaging platform we use at OnTheGoSystems for communication and collaboration.  We also have weekly meetings to share our updates and thoughts. Also, every two weeks, I meet with our team leader to discuss goals and other topics. These frequent interactions ensure a strong connection with the team.

What do you like best about working remotely, and how do you balance work and personal life?

Remote work offers flexibility and allows me to effectively balance my professional responsibilities with my personal life, including family commitments and hobbies. I’ve customized my working environment to suit my preferences, which significantly boosts my productivity. And, I save on commuting costs and avoid the stress associated with daily travel.

I think that family support is crucial for balancing work and personal time. To manage this, I stick to specific work hours to avoid being in ‘work mode’ all the time and have a dedicated workspace at home. I allocate a specific time frame for each task and aim to complete it within that time frame. 

I also take breaks to enjoy hobbies and spend quality time with my family. At the end of a busy day, I like to unwind by going for a walk, reading a book, or watching a movie. Additionally, I dedicate some time to taking courses for skill development.

Spending time in nature

Any hopes and plans for the future (personal or professional)?

Personally, I plan to travel to at least one country per year with my partner.

Professionally, my goals include enhancing my growth mindset, staying updated with technology trends, and developing new skills.

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