Success Story – Assia Tomilov, Support Person, 012 Golden Lines

assia tomilov found her job at 012 golden lines through the jobnet site.

assia, 27, a mother of one, began working at the golden lines support center six months ago after an extended period of time at home. previously she worked at malgam for five years, where she was in charge of reading water meters. in the army she served in the idf computer and information systems unit, where she learned about computers.

assia recalls:
"after ten months at home i decided i wanted to go back to work."

on the search process:
"i sent out my resume through several sites, particularly jobnet. i had heard about the site previously. i did a subject search, looking under 'computers – customer service, support.' i looked for a position that would allow me to work with both people and at a computer. at a very early stage in the process i got a call from 012 golden lines and was called in for an interview and four tests. i passed all of these phases and was hired. after i was hired i took a training course here at the company and then i started working. only one week went by from the moment i submitted my resume until i was called in for an interview. the process was very quick."

assia tomilov at 012 golden lines offices

on the course:
"the course took a month and was very intensive and difficult, both because of the density of the material and the numerous exams. we covered a whole lot of topics in the course – networks, modems, mail, tools and all of the information needed to carry out our task at the support center the best way possible."

about the company:
one year ago 012 golden lines was acquired by smile internet zahav, one of israel's leading communications companies. the company offers internet services, domestic and international calling and data communications services for the private and business sectors, as well as local and international communications providers. the company's internet services include broadband service, internet-based value-added services, data communications, a server farm and wireless internet services at institutions and leisure spots around the country. the telephony services include local calling using vob technology (voice transmission using adsl high-speed internet or cable) and international calls, including dialing cards and roaming services. the company commands about one-third of israel's internet and international calling market.

on working at the company:
"since the support center is open 24 hours a day there's a lot of flexibility in terms of work hours, which is really convenient for me. i don't have a fixed workstation, and i don't have any problem with that. on the contrary, it allows me to communicate with a lot of people, because every time i sit next to someone else.

"my first month on the job was very stressful because i wasn't yet confident that i knew how to answer all of the questions and solve all the problems, but there are always more experienced people around to help the beginning support staffers. there's always somebody to turn to and get help from if needed."

on communicating with the customers:
"most of the malfunctions happen to people on their computer because of their limited knowledge of computers. it's a pleasure for me to help people, even though sometimes there are customers who speak rudely.

"the fact of the matter is whether or not people are nice depends on me. if i answer them warmly they sense it and respond in kind. most of the people who call are nice to me and i enjoy knowing i'm helping people."

on the atmosphere at the company:
"there's a good feeling here. it's a pleasure to come into work. people smile here and are agreeable. at the support center itself it's really pleasant and the work environment is a lot of fun. most of the staff is comprised of young, nice people. there are lots of opportunities for advancement and the rate of promotion is relatively fast. i'm taking a lot of courses here that allow me to expand my knowledge to other fields. i'm very happy here and want to advance within the company."


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for the hebrew article