Inside the life of a Skedulo Senior Technical Support Specialist
Not many people start a new job and, after a week, take 3 weeks off to get married and go on a honeymoon. But that’s exactly how my role as Senior Technical Support Specialist at Skedulo started.
It was 2019 and I had spent 10 years in technical support for hardware before deciding to take the leap into Software as a Service. It was a strategic career move, and Skedulo offered the best of both worlds in being able to continue in technical support while transitioning into software.
I remember the onboarding program was the most challenging I’d ever experienced—and the most exciting. Generally with software, the product is as it is. However Skedulo is configured to meet each customers’ needs, so there was a lot to take on in a short space of time.
As a hands-on learner, I enjoyed being shown the ropes by Skedulo’s talented engineers and customer experience teams who gave me plenty of opportunity to practice on the go.
Two years on and Skedulo already feels like home. It’s true what they say: time really does fly when you’re having fun!
A typical day is never typical
When you work in a global team, and support customers in a wide range of industries with their own unique configuration of the platform, no two days can ever be the same.
My mornings start by understanding what happened overnight while I slept and teams in other regions were working hard. Throughout the day I closely monitor support tickets to make sure customer queries are answered and any issues are resolved as quickly as possible.
It’s a bit more than “turn it off and back on again” here at Skedulo! But as a passionate problem solver, there’s nothing more satisfying to me than taking a frustrating situation for a customer and turning it around in a way that exceeds their expectations.
Outside of work I’m always trying to fix things I probably shouldn’t, where at Skedulo I’m employed to do it—and I honestly love it.
Empathy, patience and communication go a long way
In technical support, empathy matters a lot because you need to put yourself in a customer’s shoes and understand how a technical issue is affecting their day and their business.
Looking back throughout my career, there is a definite quality in people who choose this as a profession. Patience and communication are essential, and I believe Skedulo’s tech support team is one of the best I’ve seen in being able to find middle ground between technical skill and customer care.
If someone is better in one area than another, we tend to bridge the gap between us to provide the best outcome to the customer.
Our team complements Skedulo’s Customer Success team, who work closely with customers to ensure Skedulo is helping them achieve their business goals.
I still remember the moment I was invited to spend a week in a 5 star resort in Vietnam to meet the global Customer Support team. At the time I thought, why is this company giving me a luxury holiday!?
But the value I got from meeting the team I work with every day was incredible. It’s so important to put a face to a name, and having that experience will go down as one of my favourite career moments.
Another personal favourite was meeting our CEO, Matt Fairhurst. We had lunch, and at the time I was starting a side business making snowboards. As someone with hundreds of employees, I didn’t think he would remember the conversation at all. 6 months later I saw him in the office, and he not only remembered who I was but asked how my business was going.
Matt lives and breathes our Skedulo values, and this filters out to the rest of the team. You can never underestimate how nice it is to work for a company that genuinely listens and cares.
I also remember a huge wow moment during a support call. I’m based in Brisbane, and was helping a customer in the US with a support ticket when they recognised my name from a music band I used to be in. Such a small world, and afterwards my team watched all the old performance videos and gave me heaps for it (I don’t think I’ll ever live it down!).
Music has always played a big part in my life, so I was amazed when I started at Skedulo and found what a big part of the culture it is.
Our offices have their own dedicated music rooms, and there is always a great playlist running in the background. Some of our best developers and engineers are talented musicians who play on weekends and create ambient soundtracks for short films in their spare time.
You don’t realise how much culture matters until you find yourself in a place with an exceptional one. Especially as a new dad, the work/life balance and sense of enjoyment I get from working with Skedulo is really important.
What’s most important about a great culture though is the direct impact it has on customer experience. Our entire team is truly passionate about what we do, and delivering a first class experience to our customers.
I’m always humbled by the great feedback we receive from the people we help, and always consider it a group effort. When you combine a happy team with great management and a lively culture, you’ve got a recipe for success—and Skedulo is definitely on the fast track.