Meet the team: Amasty support managers interview

Hi Amasty blog readers!

Today we’re introducing the face of our company: Amasty customer care specialists. They handle all the incoming questions, request developers’ knowledge to solve the most complicated issues, collect bug reports from customers and send them to the testing department, collect and analyze suggestions and complaints and… Right, we don’t want you to get bored, we just wanted to say that we’ve chosen our support managers carefully, and here they are, one of the best, sharing their experience on working in Magento extensions customer care.

Interested? Click read more!

Kirill: ‘Working in customer care, as, probably, any other work with real people, means you need patience.’

Kirill from Amasty

Kirill is always ready to lend a helping hand to everyone who needs support. He is strongly convinced that every client deserves personal approach and should be treated like a king. Besides being a passionate support manager, Kiril is a real fan of video games and can dance to electronic music all night long.

– How long have you been working at Amasty?

I have been working here for more than 6 months.

– How many tickets do you reply to daily?

It’s extremely hard to name exact numbers, as during this half of the year a great many of people with their questions and issues came through me. Also, the number of clients can vary a lot from day to day; for instance, on Monday I’m tirelessly helping 70 customers, and on Friday I manage to help 30 people, but with bigger questions or situations when the issue needs to be investigated deeper than usual.

– How did you happen to work for Amasty support department?

To be honest, I got into Amasty accidentally. I was looking for a job in game development, and one of the HR managers told me about the opportunity of working for Amasty. At first I had no idea what’s waiting for me there, but I was charmed by the work conditions and the team in general, so it wasn’t even a question when they kindly asked me to join the support department.

– What’s the best side of your work?

Every day means new experience for me. I value this best of all.

– What’s the worst/most complicated side of your work?

I have been involved into customer support for a certain period of time, so generally the tasks that are met in this field don’t stress me out. Sure, there are moments that can’t be called pleasant, and I’m sure it works so for any kind of activity. I just can’t bear when a client is not satisfied and try to help him by all means available. It really doesn’t matter if the question is described in the manuals or even is not connected with Amasty extensions directly; if there’s a way to help a customer, I don’t miss this chance.

– What are the most popular questions from users at Amasty support?

There are questions I face really often. But the thing is not in answering the same questions over and over again, you have to understand why this question even appears and what you have to do with it. Say, we have a lot of questions on ‘Does your Magento extension do this and that’, it means that if it doesn’t, it will do this and that in the nearest future.

To cut the long story short, we try to structure our work to make everything clear and transparent, so that the customer would have no questions at all.

– Can you remember the funniest or strange ticket you’ve met while working here?

Sure! I remember a funny situation; a client asked me to help him with setting a promo campaign. I did it using the native Magento features and showed a result to the client. He seemed to like how it worked, but he insisted on using our Special Promotions extension. No problem – I did it as he asked me to, but I noticed that the extension is working the wrong way. Sure, I informed the client of this issue, and he was like, ‘that’s what I actually wanted to show you’. It was a fun bug report, I swear!

– To your mind, which qualities should a Magento extensions support manager possess?

Working in customer care, as, probably, any other work with real people, means you need patience. Our customers can be marketing managers or senior software engineers. Even opening a ticket on the same issue, they expect different answers according to their qualification. Finding the same wave is the primary thing to do. That’s the first thing I’ve learned at the customer care department.

– What are the main things you’ve learned here at the support department?

Customer care manager skills can be easily used in everyday life, and that’s the beauty of it.

 Antonina: ‘Good service, support included, is one of the key policies for a successful company.’

antonina

Being an incurable optimist and a keen support manager, Antonina never misses the chance to learn something new and implement her knowledge at work. She believes there is a solution to any problem – you just need to know where to look for it. At off-work hours Antonina gets her inspiration in baking cakes and driving a car.

– How long have you been working at Amasty?

I’ve joined Amasty on August 18, 2014.

– How many tickets do you reply to daily?

It really depends on the season, also our workflow is pretty much connected to the marketing department, for example, we have more tickets after sales. I guess, 45-50 tickets a day is a rough number. Again, here we strive for quality, not quantity.

– How did you happen to work for Amasty support department?

I came with MagePlace extensions 😉 Well, the truth is that I worked at MagePlace and left it before the company was acquired by Amasty. After some period of time Andrei Vashkevich from Amasty reached me and asked to join the team, and I happily accepted his proposition.

– What’s the best side of your work?

Colleagues and the dynamics. Can’t imagine myself getting bored or stuck in routine at work.

– What’s the worst/most complicated side of your work?

There are times when you come to work from holidays/weekend and see an enormous number of tickets waiting (sometimes more than 180), and you feel the pressure of responsibility because you have to help all these people.

– What are the most popular questions from users at Amasty support?

How to upgrade the extension? How to set this/that promotion? Endless variations on ‘can your extension do this or that?’

– Can you remember the funniest or strange ticket you’ve met while working here?

Once in a while a particular client asks a question, we ask for access information to help him. He gives us logins, passwords and things we usually need, the information appears to be invalid – credentials are not working, we inform the client about that, silence in reply. Repeat. Repeat. I have to say sometimes I’m worried when he doesn’t turn up for too long!

On this occasion, I would like to point out: please, always check you credentials before sending us the information. It significantly reduces the period of time we eventually need to help you out!

– To your mind, which qualities should a Magento extensions support manager possess?

Customer care is all about patience! Trained memory will be a plus, perfect English is an absolute must, and, as people often say nowadays, you need to know your domain area: the deeper, the better. And, of course, you have to know Magento – as pretty often people ask us how to do this or that using our extensions, while it can be implemented with default Magento features. Well, customers are not completely aware of the platform capabilities, and you have to be the one who knows best. And, sure, you have to stay tuned for all the numerous extension releases and updates.

– What are the main things you’ve learned here at the support department?

Good service (support included) is one of the key policies for a successful company. I’m happy to see how customer care done correctly changes customers’ attitude and rises the number of brand advocates.

Vitaly: ‘Responsibility is the key factor and must be applied in everything when it comes to customer care.’

vitaly

Being the head of the customer care department, Vitaly is responsible for all communications between Amasty and its clients. He knows the value for the right information placed in the right time and in the right place. Vitaly is keen on active sports such as skating in winter and roller skating in summer.

– How long have you been working at Amasty?

I’ll be celebrating 2 years at Amasty very soon.

– How many tickets do you reply to daily?

It depends, but I think the number is around 70.

– How did you happen to work for Amasty support department?

At first I was working at the marketing department, but the guys offered me a customer care position.

– What’s the best side of your work?

Each day brings something new: new people and projects, lots of problem solving and new information. You wake up in the morning and can’t even imagine what to expect in the next 24 hours.

– What’s the worst/most complicated side of your work?

Lots, I mean, LOTS of typing 😉

– What are the most popular questions from users at Amasty support?

We have lots of questions on setting up the most popular extensions like Improved Layered Navigation.

– Can you remember the funniest or strange ticket you’ve met while working here?

Well, working in customer care means you meet the strangest situations every day!

I remember an old case when we were doing a customization for a client. He wanted to have rather complicated features, and as we were developing it, he added even more details. At the end of the day, the client got confused with his own requirements and we actually needed to explain to him what he wanted to do with the extension as it messed up in his mind. It was a great challenge to handle this situation gracefully and give the client what he really needed without offending him and spending the team’s time in vain.

– To your mind, which qualities should a Magento extensions support manager possess?

Responsibility is the key factor and must be applied in everything when it comes to customer care. You’re responsible for the information you’re giving to the client, for making sure you keep up with the max time limits of replying to any ticket. As you work with people and their businesses, you must do what you have promised to, or there’s no place for you here.

– What are the main things you’ve learned here at the support department?

The best thing that came with time is finding an approach for each and every client, be it a marketing manager, skilled developer or business owner. It’s not easy to switch your thinking, but you must learn to do it to make your customers happy.

Do you have any questions to our support managers? Welcome to the comments section!