From a Team Lead at Quintype!
Sini, how would you define your role at Quintype?
The way I look at it - an unlicensed client therapist.
I’m a team lead for the client relationship team. I guide and train the members to resolve issues raised by clients
I meet with a lot of clients who reach out to us for assistance with our suite of products. Due to the nature of the industry, we have to ensure that our solutions are quick but effective. The first step is always to listen to the client and to ensure that they feel reassured and comforted. Once I've got that down, I pull up my sleeves and channel my inner Sherlock Holmes to investigate the issue.
My role requires me to guide our clients with using our products. This includes debugging the issue and assigning tasks to product teams based on the nature of the concern. The goal is to reduce errors and ensure maximum client satisfaction.
As a team lead, I am responsible for the support team. Although we’re a small bunch, I guide and train the team on the required practices. We’re the first point of contact for the clients, which is why it's important we’re all on the same page while being on a steady growth scale. We’re the smallest team so there are times when someone may go unnoticed, this is where I get my pom-poms ready to boost up the team morale.
One of my favorite quotes: “If you think you are too small to make a difference, try sleeping with a mosquito.” Dalai Lama
Sini, how has working from home been for you?
My nature of work has allowed me to work from home even before the pandemic hit. While the WFH wasn’t a big challenge for me, the shift to my hometown certainly enhanced the experience.
Along with the struggle to find a stable network, I also have to find a safe corner, away from the reach of my uncle’s roosters, dog and cow .
It’s funny when I’m on a training/internal call and the rooster has decided to cock-a-doodle-do. I’ve learned to look at it as a conversation starter and it also acts as a natural reminder to end the day.
There are also difficult days, hilarious in hindsight, when I’ve had to stand in front of the cowshed during heavy rain in search of a decent network. Quality bonding with the cow aside, it’s moments like these that make me miss office.
Trying to establish work boundaries at home has been an interesting challenge and it’s definitely a work in progress.
What's a normal day for the customer support team?
Our support is a small but driven one.
The day usually starts with a quick catch up to get an overview of issues to be followed up and prioritized for the day. Followed by, how we're gonna start taking tickets and the incoming calls.
In case we face a sudden surge in traffic, I call in senior agents to help with the tickets. We keep adding new issues and the solutions to our records to ensure that we’re updated. This also helps tackle similar issues in the future a lot quicker.
You’ve been working with QT for 2 years. How has it been?
It has been wonderful. I've been able to learn quite a bit and it has helped broaden my view on growth. At Quintype, I’m able to express my opinions and get mentorship from senior folks.
I’ve also been able to understand the challenges that occur at different stages during client-onboarding and learn from the mistakes that came along.
I have got the opportunity to meet people from different walks of life - I believe that it helps broaden your perspective and improves your approach.
If quintype was a friend, what kind of friend would it be?
Quintype would probably be that high-spirited, jovial and out-going friend, who likes challenges and crosses all hurdles like a fun puddle.
What is the most important trait for someone who wants to be in the customer support team?
The most important trait, without question, would be patience!
Once you’ve mastered patience, you’re able to empathise with clients. It also enhances your listening skills. This helps improve analytical ability which then helps gather information and ask the right questions.
With support - you would deal with different clients with varying emotions. It is unrealistic to predict the feedback or responses. As a team, we try to reassure the clients and listen to their feedback.
What do you enjoy the most about your role?
I’m happy when I’m able to guide and help my team resolve issues. Being on the client-facing side, it makes me really happy when the client is actually content with the resolution offered and when they enjoy their experience with our products.
After all, it comes down to our clients. If they’re having a good experience, the few extra hours become worth it!
What would your journal entry look like at the end of the day?
It honestly depends on the day , there are bright sunny days and the occasional grey clouds. I believe it’s important to always look at the positive side, if there were mistakes, accept them with grace and evaluate the lessons.