Susanna Reberschak loves a challenge. As a manager in Infor Support Operations, she faces plenty of them daily. She and her team of 16 provide support for Infor’s EAM, ResRent, and Pacer solutions.
“It’s something different every day. And I really enjoy that,” Susanna says.
The international framework of the team and the chance to collaborate with many people in the organization are other positive attributes of her job. “We all work together for one purpose: to makes sure our customers are happy. There are always people to support you, no matter how complex the problem. You are not alone,” she says.
Susanna has been with Infor for 8 years. Currently, she works remotely from her home in Italy. Susanna is originally from Venice, Italy, a city she calls “the most beautiful in the world.”
When she attended university, she had no idea she would one day have a career in software. She studied mathematics, a field that often leads to further research or teaching. Susanna discovered a third option, computer science.
“Mathematics is problem solving, and customer support is problem solving. So it was a natural evolution for me,” Susanna says.
She moved to Ireland for her first tech job, and stayed 2½ years. She then worked in support for a medical product used in surgery and intensive care units in Spain. The job taught her how high-impact software can be. She often worked alongside surgeons and doctors and saw first-hand how emotionally invested they were in their work and the essential role the technology played. “When lives depend on the technology, you understand the value—and responsibility,” she says.
Such experience boosted her confidence. “Technical support makes you think. Sometimes it takes you outside of your comfort zone. But I now know there isn’t a challenge I can’t face.”
In her current role supporting EAM customers, Susanna jumps in on the most technical and complex cases, such as when “a system is down, and the customer doesn’t know why.” Sometimes the answers are simple, sometimes complicated. “You only have a few minutes to set up a remote session and try to find where the problem is. It can really push you to think. I really love getting into the technology behind the solutions,” she says.
Susanna is also passionate about her family. She is the mother of three sons, two living, 9 and 12 years old. She is also an active volunteer, contributing time to projects in Sri Lanka, Argentina, and Ethiopia.
As the 2021 International Women’s Day theme is “Choose to challenge,” Susanna shares her challenge: “I would like to see more team balance and inclusion. I think every team should have a balance of men and women. There are many calls and meetings where I am the only technical woman. I would like to see that change.”
For young professionals beginning their career in technology, Susanna advises: “Be selfish with your education. Use the time to learn what you need about your field and yourself. Be positive. Then, always be yourself. Nothing else ever works.”
This spotlight is part of our Women’s History Month and International Women’s Day series. Here is more:
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