A typical day in the life of our support team

18 March, 2022 · 3 minutes to read

Our dedicated support team is the backbone of SalamanderSoft. We thought we'd catch up with a few members of our support team to discover what a typical day looks like for them.

Our dedicated support team is the backbone of SalamanderSoft. They're the ones who provide all the configuration and support for our products, making sure that your systems do not need to change for you to take advantage of automation. 

Over the last 15 years, we've gained an unrivalled reputation for our customer support and the configurability of our services. 

We thought we'd catch up with a few members of our support team to discover what a typical day looks like for them.

Now, when we first sat down to map out what a standard day is for our support consultants, we were a bit stuck on what to say:

"We sit down at our desks in the morning with a cup of tea or coffee and start our day of answering support tickets."  

However, as we talked about all the things we do in a day to support our customers, we realised that there is a lot more to it than what first meets the eye.  

Below are just some examples of the incredible skills and qualities each one of our consultants needs to support you: 

Experience in education. 

Almost all our support consultants have a background working in education.  

"We know exactly what it's like working in a school and some of the day-to-day challenges IT and network managers face," explains Gavan Vetesse-Wilson, Head of Operations. 

Working with customers in the education sector requires a different type of support, and our understanding of working in a school helps us overcome the many challenges schools face.  

Going beyond product support.  

It's important that we go beyond simply offering product support.  

While our support team deal with help desk tickets about the Salamander product, they also provide guidance on other services schools use - like Microsoft 365 and Google Classroom.  

"Everyone in the team has lots of knowledge in many different areas of technology and education. It's great to have this breadth of information at our fingertips as we can be the voice of reason for schools," says Fraser Glynn, Support Consultant.  

This helps us provide a much more well-rounded service for our customers, helping them achieve even more with their MIS data.  

"It's always been important to us that we start with the 'why' rather than 'what' we can do for people," Gavan adds. 

"There's so much potential in what we can do with automation, but it's asking the 'why' that helps us provide solutions that make a real difference to schools."  

Speaking in our customers' language. 

As we interact with lots of different people, each with varying levels of digital literacy, it's crucial for our support team to be skilled in communication.  

"We support so many people, from school IT managers to assistant heads or the leadership teams in MATs," explains Fraser.  

"It's important for us to be able to speak in our customers' language and clearly communicate with them so they feel supported and reassured." 

Bespoke to each customer. 

Every one of our customers is different and what we provide is tailored to each customer, so our support must reflect this. 

This means that our support consultants need to know everyone's configuration and be able to talk specifically about a customer's needs when they're answering a support ticket.  

"We need to understand whatever their environment is and whatever products they're using so that we can give them the right information," says Fraser. 

Every ticket is important. 

No matter what the problem is, every ticket raised with our support team is important. We have systems and processes in place to make sure the right expert is assigned to support you with your issue.  

"We have group meetings every morning to talk about any open cases that need resolving," explains Steffan Davies, Support Consultant.  

"For us, communication is key. If we're not able to resolve something as fast as we originally thought, we let the customer know. It's essential to keep our customers informed of what's going on."  

We love what we do. 

Helping our customers get the most out of their systems and data is what drives us.  

"If they're happy, we're happy. If we can point our customers in the right direction to make their systems more effective, it helps everyone," Steffan enthuses.  

Gavan adds:  

"I think what our support consultants love the most is the diversity of the work - there's something new for them to tackle every single day." 

Fraser agrees and says: 

"It's also about the real-world impact we're having by solving our customers' problems. It's really gratifying when someone comes to us with a specific problem and ask us, 'Is there anything that can be done to solve this?' and we're able to come back to them with a solution that makes their lives so much easier."

Talk to a member of our team today to find out how we can support your school or trust with our Salamander Integration Suite that provides a quick and easy way for teachers and students to instantly access the tools they need to teach and learn.

 

Jon Atkinson headshot

Written by Jon Atkinson

Managing Director

Jon joined SalamanderSoft in November 2013 and heads the teams that build, deliver and supports the company's products and strives to ensure the highest customer satisfaction in everything that the company does. Having spent almost 15 years supporting the needs of Schools and other academic establishments, Jon brings a broad range of technical experience and passion to the role. Outside of work, Jon volunteers with the Scout Association.

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