Focus on…Elliott Drewell

Name: Elliott

Aka: El, Els, Smells

Job title: Helpdesk Support Analyst

Time in the company: 2.5 yrs

Where did you start: Call Centre Agent

Route of progression: Call Center, Team Leader, Helpdesk Support Analyst

What does your job entail day to day? Assisting customers with issues with the product, completing internal infrastructure/software/administrative tasks.

What is your favourite part of the job? I feel like I learn a lot of new things every day, and I love the feeling you get when you get your head round something challenging.

What is the most challenging aspect of the job? My job is very varied, and I’m rarely doing the same thing for any length of time, so having to quickly jump between specialities (whether it’s becoming a database admin for the afternoon, or running customers through their custom code), is definitely challenging.

Tell us a funny story. I’m fairly certain the cleaner hates me – When I first started, I didn’t realise that she spoke little English, so tried to have a conversation with her in the kitchen, whilst filling my water bottle. The whole time she had this strange look on her face, and I just took it as a cue to keep talking. Her expression didn’t change, and she didn’t respond. It wasn’t until I turned back to my water bottle (which I’d been filling the whole time), to realise I’d spent the whole time just tipping water all over the surface. That was 2 years ago and she hasn’t spoken to me since.

What do you look forward to when you come into work in the morning? Coffee and my headphones – I’m not really a morning person so I just like to get on with it.

What has working in this industry taught you? NEVER stop learning. You will get left behind.

What is your view on introducing social media capabilities to the product? It’s a requirement, with fewer people wanting to communicate on the phone, customer experience needs to move with the times. It’s no secret that companies want to show off how good their customer service is, so what better way is there to do it than publicly, for everyone that follows on social media to see.  Bad things happen, things get lost in the post, incorrect items are delivered – everyone appreciates this, but having previously seen a company handle a complaint well on Facebook, I’d be far more likely to choose them.

What is your role when a new feature/integration is being developed? At the moment, learn it. Most of our customers use an existing version of the product, so my role is mostly supporting them.

In your view, what is the most valuable feature of Synergy? It’s becoming more lightweight, and easier to use, meaning more and more people can use it.

What can you see in the future of Customer Service? I think the chat and social communications will continue to grow. I know I’d much rather webchat/tweet if I have a problem with something, and quite frankly dread phoning a company. If there’s another option to get in touch, I’ll use it. I also prefer to have my own copy of the line of communication, and it’s just easier with it written down.

Baby elliott