How long have you been with JWS? I started with Command Alkon/JWS in March of 2008.
What is your role and what are your responsibilities? I am an Application Support Consultant. My role is to assist in the customer service/support department. Some of my responsibilities include:
Working with customers performing remote and onsite installations.
Providing technical support, hands-on training, and assisting with and identifying / diagnosing potential problems.
Building positive customer relationships.
Supporting/assisting my peers with our help desk callers.
Can you tell me a little bit about yourself? I am married with 4 children. Two girls and two boys. Ages 18G, 15G, 12B and the newest addition to my family, a son.
Do you have any hobbies or interests? I am a very competitive person, so in my spare time I love to play sports, including soccer, softball, and basketball. I love to fish with friends and family. I enjoy fixing things whether it’s working on cars, or taking on remodeling home projects. I also enjoy working with electronics. Lastly, I enjoy being there for those in need, being able to help out others is the best feeling in the world for me.
What tips can you give customers that would help expedite their service problems when the call technical support? I advise customers to try and understand the exact problem that they are experiencing prior to calling in. In most cases, being able to reproduce the problem will help expedite a resolution to their problems. Sometimes we can get overwhelmed with calls so if you’re on hold, leaving a message or e-mailing the specifics is a easy way to initiate a quicker response time. Also, if they have a question that doesn't necessarily require a call back but can answered through email, they can email that question to support at support@jwscorp.com. Support will in turn email back the answer, unless a call back is specifically requested from the customer.
What is the most common service problem you hear when people call you? The most common service related problem that I’ve seen has been with customers that are doing their own installs/upgrades of Apex. In many cases, it typically has to do with their main configuration settings either within Pervasive or Apex.