I got the job three months before graduating college. It’s less than 10 minutes away from my childhood home, and it’s just the coolest place to work. As a Technical Support Analyst, I am part of the crew responsible for first response to customers who call in with issues using our construction software. We handle anything that comes our way, from simple how-to questions to “My server exploded!” calls — not an actual case, but you get the idea.This job keeps me on my toes because I never know what’s going to happen when I pick up the phone. It’s a kind of work lottery, if you will. Depending on the scope of the call, my day could drastically change from how I thought it was going to go that morning.But I’ve been very impressed by our customers. They are smart, goal-driven individuals who are striving to accomplish their task as effectively as possible, and it’s a privilege to play a small part in their success. In my 18 months at HCSS, I have answered nearly 5,000 phone calls, so I hope my role has made a difference.
That’s not to say that I’ve helped that many individual people, though. We have plenty of customers who utilize our services regularly, and it’s always fun to hear a familiar voice. I like to think that we build a rapport and have more of a working relationship than just being a voice on the other end of the phone giving out information.
Fortunately, HCSS gives us plenty of opportunities to get out of the office and meet our customers face-to-face. The majority of my recent travel has been for work, having had the privilege to assist in HeavyBid trainings in Philadelphia and Chicago this year. Our Users Group Meeting, or UGM, is a blast, and it’s amazing to see how many people love to use our software and the actual impact it’s making across the country. UGM is a huge event, and it’s really great to put names to faces with the customers I get to work with every day.
I’m excited to see where my career at HCSS will take me, and I know that it will be great. If you ever call in to support, ask for me. I’d love to have the chance to talk with you.