What Type Of Person Thrives In The Software Support Industry, According To A Software Support Manager At Mi-Size Influencer Marketing
Jarred, a Software Support Manager, notes that longevity in the industry is uncommon, with success hinging on more than just typical customer service skills. The most successful individuals are "solutionists," creatively solving customer problems, even outside the product's scope, to create a "special experience" and leave customers feeling supported.
Problem-solving, Customer service, Solution-oriented, Communication, Resilience
Advizer Information
Name
Job Title
Company
Undergrad
Grad Programs
Majors
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Traits
Jarred Velazquez
Software Support Manager
Mi-Size Influencer Marketing SAAS Company
Worcester Polytechnic Institute
N/A (Currently at UCLA Anderson, no other Graduate degree)
Engineering - Electrical
Advertising, Communications & Marketing
Cyber Security and IT
Took Out Loans, Worked 20+ Hours in School
Video Highlights
1. People who thrive in the support industry get energy from interacting with people and solving their problems.
2. Success requires being a 'solutionist'—finding creative solutions for customers, even if it means going beyond the product.
3. Creating a 'moment of magic' for the customer by providing a special experience is key to success in the field.
Transcript
How would you describe people who typically thrive in this industry?
It's interesting because for most people, customer service or some sort of support-oriented role has a limited lifespan. The people who thrive in this industry long-term might be few and far between.
However, those who do get energy from interacting with customers and solving their problems can go far. But even that is only going to get you so far.
If you want to be in the support industry, you need to be a "solutionist." It's not just about addressing a customer's concern and making them feel heard, which is often prioritized.
It's about getting to the root of the problem and finding a solution, even if it's not directly through your product. Sometimes, a creative or unexpected solution can be helpful for the individual customer.
This can create a "moment of magic," similar to what Disney talks about in their theme parks. It makes the customer feel like they've had a special experience, coming in with a problem and leaving with a solution. They're left with someone who feels like they're on their side, helping them get what they need for their workday, even if it's outside the scope of your product.
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