Our team of dedicated experts works hard to support the GeoWarehouse solution and help bring you the most robust and authoritative property research, data and analytics tool in Ontario.
This month, we spoke with our Administrative Supervisor, Nicole Punnett to discuss her experience at Teranet, how her role has evolved throughout her time at the company and how she continues to support the GeoWarehouse solution.
1. Tell us a bit about your career path and how you came to hold your current position.
After completing my university degree, I began working in the customer service field providing technical support. I joined Teranet over 20 years ago, working as an administrator in Customer Service primarily supporting electronic registration. Over the years as Teranet’s products and services have grown, I have provided administrative support and onboarding for over 10 products, leading me to my current role as Administrative Supervisor.
2. How has your role changed over time?
When I joined Customer Service, my focus was initially on electronic registration. Over time, new products, like GeoWarehouse, were rolled out to various industries. I was able to develop my skills and expand my knowledge, which allowed me to take part in special projects and document processes to help support and train our staff.
3. How does your role tie into the modernization and innovation of solutions offered by Teranet?
As the Administrative Supervisor, I ensure my team has the documentation, training and knowledge required to support our GeoWarehouse customers. The administrators create and maintain all user access, so accuracy and attention to detail are crucial. Any feedback and/or suggestions are gathered and prioritized, which will often lead to enhancements within the program. We strive to always provide the best possible customer experience.
4. What do you think is the most notable innovation in your division in recent years?
Customer Service support has evolved over recent years. We have seen a shift from phone support to an increase in email, self-service, and web-based support, like Live chat. We can offer our customers various service options to suit their needs. We as an organization are collectively focused on providing the best solutions for our customers.
5. What do you think has been the key to keeping your team at Teranet motivated and engaged?
The Customer Service team members have accrued years of knowledge to become subject matter experts. Our department meets weekly to discuss common issues and assess viable solutions. Reviewing our customers’ insightful feedback, and knowing we have a positive impact helps our team stay motivated and engaged.
6. What can customers expect in the future?
As a vocal advocate for our clients, Customer Service focuses on providing the best possible experience for our GeoWarehouse users. Teranet will continue to add value by enhancing and expanding our solutions to provide accurate reliable tools to assist the Real Estate industry.
