PerspectivePosted by David Ellis in Culture, Customer Service, SoftLayer
So…I was just promoted to a management position after serving SoftLayer’s customers as a CSA for 15 months. “Things look different from up here!” Moohahahaaa. Anyway, I find it to be extremely interesting to see how our support works from a new perspective. When you are in the trenches as a CSA, it is very hard to see the big picture as you are on the phone, working diligently on a ticket (or ten tickets), or completing a plethora of other tasks from the moment you arrive for your shift until an hour or so after your shift officially ends most days. You become so involved in the specific issues you are working and the customers with whom you are dealing, you are hard-pressed to step back and see the effect of your team’s efforts on the customers who were served during your shift. Honestly, some days you are simply glad to get to go home and rest your brain for a while. Other days, you leave with a great sense of satisfaction in the fact that you conquered several difficult issues and made a lot of customers, as well as their customers, very happy.
As a manager, you have the privilege of seeing the different talents, abilities, and areas of specialized knowledge of a team of great technicians come together to create an outstanding support department for our customers. As we support such a tremendously wide range of issues, it would be impossible for any one tech, or even two techs, to have all the answers. But, here at SoftLayer, the egos seem to be left at the door and there is a meeting of the minds and a cooperation among peers that may rival the acropolis (well, maybe not…different clothing anyway ). But seriously, the techs do band together to find resolutions to difficult issues and therefore, a customer can rest assured that the issue is being dealt with by a consortium of scholars, if you will.
Before becoming a part of the management team, I frequently heard my co-workers talk about how nice it was to work in a place that was free from the drudgery of politics in which most work-places are buried. The management team has done a very good job of keeping it down to business and absent of drama and red tape. The opportunities to advance are many as I can attest. Among the CSA teams, there is a sense of purpose and camaraderie that foster the great support that our customer’s enjoy. Of course, it is not mount Olympus (speaking of drama) as no place is perfect, but if you stopped one of SoftLayer’s CSA’s on the street, I’m sure you would find someone who enjoys going to work and serving their customers. The excitement of a fast-growing company with many opportunities for hard-working technicians makes for a positive, success-driven, committed environment. SoftLayer just keeps getting better and better, both for the customers, and the employees.