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Coaching bill format for Technical Support

hi i'm kate croopy and this is an affinity employee spotlight discussion today we're talking with bill sangston hi bill how you doing good how about yourself i'm doing all right thank you good can we start with uh maybe you telling us a little bit about your title and your role with affinity so i'm the technical support manager for affinity i'm in charge of the engineering staff that services our clients on a day-to-day basis and about how many clients do you all support uh it's in the hundreds um i i would say we have probably on any given day we're supporting around 4 000 users wow that's a lot it's definitely a lot so what are some of the common challenges that you have supporting 4 000 users well probably i would say you know kind of keeping up with the response time and uh you know with everything that goes on on a day-to-day basis and i very you know not not knowing where um you know clients may be having issues or if there's a problem with a specific update uh that could uh you know cause an influx of tickets that could result in you know fluctuations fluctuations in that time sure now i know it's uh so many different issues could come in at any given time and being able to balance all of that with your team is is um is definitely challenging so so what kind of tips would you given your experience what kind of tips would you give your clients about things that they could do um so i would say that um there are a number of things that uh users actually have the ability to do themselves that um uh probably could save a little bit of time uh password resets or one of those things um users can reset their passwords by simply hitting alt ctrl delete on their keyboard and selecting to change password another thing that's possible is through the amazon client they can actually perform a reboot of their workspace if anything appears to be locked up or frozen a lot of times those things can be remedied simply by performing a reboot of the workspace and that's available through the client as well that's really good to know because even though we're there for clients you know obviously when they need us these little tips that can help save them some frustration and time on the front end are really helpful absolutely absolutely and then i think you all have a portal too we do uh information there yeah so there's um we maintain a knowledge base a quiet facing knowledge base that has a lot of tips and tricks uh we're constantly updating uh content in that portal to better provide information to clients for sort of self-help articles uh training we also have some training videos that are up there as well so uh the the knowledge base is really a good um good place to start um when you're troubleshooting some sort of issue on your own right very good point very good point what would you say i'm gonna refocus a little bit and just ask what we what are you most proud of in the work that you've done over the years that you've been with affinity so um i would say probably the the work on our support model that was done over the past couple of years you know we we were having some issues and i was able to come in and identify those issues and implement a number of procedures processes and also tools that allow us to more closely monitor client interactions um can you give us an example uh sure so the the affinity portal is one of those things um you know that we were looking for a way that uh you know clients could interact with us uh other than phone or email and also give them uh you know really a place to go if there's uh again with the knowledge base and those types of things and really make it easier for them to uh to interact with affinity another one of those things is a reporting software that's not really seen too much on the uh on the client-facing end but what it allowed us to do is see in real time uh you know response times to tickets how many tickets we have open on at you know any given time and be able to more proactively interact with clients i'm sure that has a big impact on client experience i i hope so i hope so okay what are you most excited about about where you sit with affinity right now like where where the company sits and what you have sitting in front of you i would say um probably the you know the all of the things that we have planned for the client experience so you know uh again going back a few years that uh we implemented the new support model and and really started working on that client experience the things that i'm seeing today and the things that we have planned for the future uh are really completely and driven to improving the overall client experience for for our users and and all of the firms and uh the legal vertical that we serve okay so and then finally when you're not supporting 4 000 some users every day what do you like to do in your free time uh mostly i'm a well i'm a little bit of a weekend warrior uh in terms of home improvement and those types of things i enjoy getting in there and rather than having a contractor come in i i've actually refinished our basement over the the winter here in pennsylvania um you know when when it was very cold outside i spent a little bit of time um you know refinishing our game room um and preparing for um you know the the summer and getting into yard work and those sorts of things uh that's the kind of things i really enjoy along with you know spending time with family and friends and and um couldn't really vacation all that much this past year with covid but one of the places i really enjoy is spending time at a house up near lake erie which is very near where i'm at and um you know just sitting out on the dock enjoying the the sunset and and talking with friends that sounds wonderful that sounds wonderful and now that the weather's turning hopefully you'll be able to get out there absolutely it was really good talking with you today bill thank you so much thank you alrighty bye bye bye you