Director of Support Michelle Jackson-Triplett leads our team of technical and service experts to help deliver thousands of quick resolutions every month to Tigerpaw users. And she does it with style.
Things are never quiet in support, and Michelle directs the constant chaos like a seasoned maestro — most likely a skill she developed through her love of music. Although she's just as likely to jump into the foray by sharing a funny story, offering a wintergreen mint (or 10) or jumping into a Nerf gun war. Learn more about Michelle in our fourth installment of Tiger Tales in which we highlight members of Team Tigerpaw:
How long have you worked at Tigerpaw and what brought you here?
I have been at Tigerpaw for three years. After working in corporate IT for 20 years I was looking for a fresh opportunity and a quest to push me out of my comfort zone. I was extremely regimented, and Tigerpaw is very different from that. I was looking for a change and a challenge. I need change, and there is no shortage here. No two days are the same.
What is the best thing about working at Tigerpaw?
I love working here; our customers and the genuine camaraderie we share as a group. We all like, care about and want each other to succeed. There are no silos, honesty is encouraged and no one is a stranger. Everyone is weird in their own way and we dig it. We work hard but we have a lot of fun, as well. Nerf guns, guitars, pets and corny jokes are encouraged. My office is never quiet, and support makes bacon on the regular. My wintergreen mint addiction is never judged; it is celebrated and shared. Wait, maybe that is why my office is never quiet. Either that or the music.
How many calls, emails and chats do you and your team field each month? How does the support process work?
We have requests come in through three channels: email, phone calls and chats. The average breakdown per month is:
- Phone: 1,100 requests
- Email/voicemail: 450 requests
- Chat: 250 requests
The way the process works is a customer will contact us via one of the aforementioned vehicles. The technician who receives it works the issue and returns an answer to the customer. Chat and phone are handled at that exact point. We average 80 percent resolution upon first contact. Email and voice mail are usually handled in the same day, as well. In some cases, we can email the customer a resolution or, in others, we may have to call them back to understand the particulars before we can offer a resolution.
Many situations require a remote session to see exactly what our customers see before we can offer a resolution.
Some situations are more complex and may require assistance from Development/QA, Internal IT, Training or Account Managers. We will exercise every option we have. My team will find the right person with the right answer. Since Support resolves Tigerpaw issues of a technical nature, we will also put our customers in contact with the best audience for them if the issue is non-technical.
What is the most common request your team receives? What piece of advice would you give to users that would make their day-to-day jobs easier?
The most common questions are around installation and upgrade. Regardless of the software, this is a point of concern with many customers because it can cause serious impacts to your daily business if it should fail and the customer cannot recover. Always read the release notes and installation checklists. They are put together by our fantastic documentation writer to carefully guide someone through the process and spell out things that will need to be done beforehand or inform of possible points of greater attention in order to have a smooth experience.
My advice would be:
- Take advantage of the Tigerpaw Academy. By watching the videos and working through the quizzes, the functions are put in context and allow a customer to see how a feature can be used to their benefit. The more someone understands how and why something works, they are less likely to select an option they really didn’t want to invoke. Some things can be backed out; some cannot.
- Make periodic backups of your database on a server other than the one in which Tigerpaw is hosted. This has saved many customers when their servers had a major malfunction.
- Always make a backup of your database before executing scripts, upgrades and server moves.
- Check the health of your server routinely. A good number of customers have realized that their server is not feeling the love after it starts giving them disc errors or the data has become irrevocably corrupted (your last backup will be your friend).
When you aren't at Tigerpaw, what are you most likely doing?
Playing guitar, taking a music theory class, playing with power tools or working in my yard. I also spend some time in the summer working on fundraisers for historic neighborhoods, buildings and restoration. I love the smell of instrument lacquer and old buildings.
Have you received excellent service from Michelle and the Tigerpaw Support Team? Share your experience by leaving an online review.