Blog July 30, 2015

Meet One of the Faces Behind the Cloud: Tim

In our newest blog series, we’ll introduce you to some of the “Faces Behind the Cloud” here at Connectria.  First up is Tim, our Manager of Windows Platforms.

Tim has been with Connectria for nearly six years. It’s his job to ensure Microsoft Windows Servers and applications are functioning as the customer expects them to. He sat down with us for a few minutes to review how he works “behind the cloud.”

 

What about the cloud interests you most?
Having all of your data at your fingertips no matter where you are in the world – is that really possible? Yes, and it’s because of the cloud.

What is your personal customer service mantra?
I’ve found success in my career working with customers because I live by the mantra: Whatever it takes, make them say “Wow!”

What is your most memorable customer interaction?
Believe it or not, one of the big customers I work with brought me a “Thank You” gift during their last visit. It was simple, but it floored me as I’ve never received a gift from a customer before. It meant a lot.

What makes Connectria the ideal company to work with and for?
No matter what technology you’re working with, Connectria has someone who will go the extra mile not only to support the technology, but help to improve its performance and stability – our team has a tendency to take things to a whole new level.

What are your personal pet peeves when you are in the role of a customer?
Assuming I can get on the phone with an actual person and not a bot recording, my pet peeve is for that customer service representative breaks out their “script” and begins reciting their steps for troubleshooting, completely ignoring the fact that I’ve already performed them. It’s a waste of time on both ends. Working at Connectria has further instilled in me a belief in tailored customer offerings and customer service unique to each and every person you work with.

Have you ever been treated rudely or unfairly by a customer? How did you handle it?
No matter what, you always treat a person with respect regardless of how they’re treating you. I remained calm and tried to negotiate the situation. It wasn’t working so I transferred them to another member of the company in the customer service department who was trained to handle that type of situation.

In your opinion, what makes a great business partner or customer service professional?
A great business partner takes time to challenge assumptions and makes even the slightest effort to get to know their customer/client.

What does “No Jerks Allowed” mean to you?
When anyone (employee, customer or vendor) walks through the doors of a Connectria facility, they will be among some of the best personalities in the business. They will be welcomed in with open arms and become part of a culture that we’ve all worked so hard to create.

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