Support Belt Champion Awarded to James Martinez, Fleet
We have a tradition in Support that involves a substantial, hulk-green leather wrestler’s belt that is awarded to a support analyst when he or she provides an exceptional customer service experience. The belt is passed on to the next tech as new champions arise.
From James’ Manager, Addison Roy:
“Over the past week, James has worked over 8 hours on the phone with a customer to clean up their Equipment360, Dispatcher, and HeavyJob data… This was a daunting task and it took the right person to not only fix the issue, but keep the customer happy. James made sure of this by checking in daily with the end users, looking at the raw data, and relaying any concerns he had. The customer has contacted us multiple times this week just to reiterate how amazing James was throughout it all. So thank you, James, for always making sure we live up to our promise to deliver exceptionally helpful service!”
James’s quick and thorough vetting of the issue went above and beyond the initial ask from the client. In support, we are presented with issues that we can easily fix on the surface level, make the client satisfied with the resolve, and move on. However, James listened to the customer’s problem, located the underlying root cause, investigated and tested a resolution, and then spent the day carefully cleaning up the data so that it would not happen again. Longer calls are not ideal, but if it will set our customers up for success it is worth every minute.
If you haven’t yet had the chance to get help from our support analysts that guard the 24/7 customer support line, here is our phone number: 800-444-3196. We’re here for you.