We meet Dennis and Nils at Teams, both with a good mood and coffee nearby. We are so lucky that we get to chat a bit with them between phones and support inquiries this busy Tuesday.

Everyday life in support

- At most we receive up to 200 written inquiries in one day, Nils can tell us. Nils is based in Halden, and belongs to our head office Rygge. He currently enjoys home office life with no less than three screens around him. Nils is a man with long experience in support. He became a part of Braathe Gruppen in 2012, and has thrived ever since. Back then you often met him on the phone, but now he is the very first to see your inquiries if you submit something in our digital web forms or if you send an email to support @braathe.Well.

- I'm the very first link. My position as Dispatcher is to distribute incoming inquiries we receive to our various
team, so that the case is put to the correct department based on what the case is about and that we find a solution as soon as possible. In addition, I find out what burns the most and the severity of each inquiry.

Do you need to contact customer service? Click here: Contact us at Braathe Gruppen.

The information we operate with is fresh. This means that we constantly have to master new updates, services and hardware. It gives us a continuous development. Something which is challenging but rewarding.
Dennis Johnsen, Operations Engineer in the support department
Braathe Gruppen

What type of inquiries do you receive in a week?

- We get everything you can think of, says Dennis with a clever smile. Dennis is one of those you meeting on the phone if you call Braathe Gruppens support, whether you call during working hours or as a guard if you call outside working hours. He became part of the support team summer 2019, and is located at the head office in Rygge.

- We are a really good bunch, and I love the people I work with. What is also stylish is that everyday life is filled with a lot of different things. You never know what you'll get. This keeps us awake and up to date at all times. In addition, it makes us hungry to always be able to deliver the best possible response to our customers when they make contact.

Competence and development

Both Dennis and Nils started directly from college in Braathe Gruppen. Nils with a bachelor's degree in Information Technology and IT management from Østfold University College in 2012, and Dennis with Bachelor's degree in Information Technology from University of Tromsø in 2019. They therefore both have a long career in IT, and have a good competence at the bottom. In addition, they have a heart for data. Which makes you as a customer feel safe when you call us Braathe Gruppen with your IT problems.

Competence development is something we are into Braathe Gruppen works daily, also with support. Dennis and Nils have therefore completed courses and certification races so that they are always up to date on the latest news. In addition, they must maintain the knowledge of services that may be being phased out, but which are still used by our customers. Dennis says that IT is not like everything else: - The information we operate with is fresh. This means that we constantly have to master new updates, services and hardware. It gives us a continuous development. Something which is challenging but rewarding. - Dennis, operations engineer i supportdepartment, Braathe Gruppen

Both Dennis and Nils say that the support department also uses each other actively in everyday work, even if they are in the home office. - We have a Teams chat that is always alive. There we can discuss issues, make quick phone calls to inquiries we do not immediately find the answer to or just play each other well. It is incredibly important, Nils shares with us.

Read more about some of the certifications we have taken recently: 14 hectic days, 5 passed certifications 

Lucky speech in our work

As usual, you will find our support department spread all over Norway. You are always connected to one of Braathe Gruppens offices whether it is in Oslo, Kongsberg, Bodø or one of the other departments. The only difference now is that the equipment had to be brought home to Dennis and Nils. Regardless, they are available both geographically and temporally.

- Everyday work is actually quite similar for us. Our working method is still the same as before Covid-19 as we always worked via email, case system, telephone and remote control of customers. This is how we can best assist our customers when problems arise, Nils says with the headset ready.

We as an IT supplier want everything to go smoothly for you in the home office or in the office. So we do what we can to solve things as quickly as possible .
Dennis Johnsen, Operations Engineer in the support department
Braathe Gruppen

Do you also want to create a fully digital workplace? Do it with us: Digital workplace

How do you proceed when you receive an inquiry?

It asks a little where you get in touch, Dennis eagerly shares. He receives telephone inquiries daily. He often meets customers who are in a problem that they need to solve quickly. He fully understands this, and the whole gang on support is passionate about helping.

- We as an IT supplier want everything to go smoothly for you in the home office or in the office. So we do what we can to solve things as quickly as possible. Many inquiries can be resolved without contact with the customer, but if not we call or arrange remote control to solve whatever our customer may be facing. So we try to create as fluid and good a process as possible, says Dennis.

What the support team has noticed is that someone who calls in may be a little unsure of how to proceed to explain their problem. Nils and Dennis want to help with that. They have therefore outlined some trick points to have ready when you call or submit a problem to support.

We are always working to improve, in addition to the fact that we will always ensure an efficient and nice process for you when you contact us in customer service. Nils and Dennis are an incredibly important part of that work. In the future, we will give you more articles where we address the various departments Braathe. And we look forward to even more digital coffee talks in the future. We thank you for the good talk, Nils and Dennis!

The support team i Braathe Groups has open Monday to Friday from 07.30 to 16.30, and can be reached at support@braathe.no and on telephone number +47 69 01 32 99 or +47 400 00 911 if you experience problems within the services we provide. We are available to you so that you can have as worry-free IT everyday as possible.