Interview: Dániel Kovács, Senior Support Specialist at Prezi
Q. How did you get into this industry?
Daniel: I have always wanted to work with customers and make sure that they are successful with the product they are using. I did my studies in Hungary about customer care. My passion for customer care started when I lived in the U.S. and saw how differently businesses communicate and provide support for their customers compared to how they communicated in Hungary.
Q. When you start a new project, what process do you follow?
Daniel: I have had larger and smaller projects related to our Support Team, and the main goal was to increase the efficiency of the support staff. I have created QA projects and workshops and have proposed the most effective tools for our team to use. These processes have allowed the support staff to work more efficiently and faster.
For example, one of my projects is to increase the quality of Support interaction with users. First, I create a mindmap and a rough draft. During this process, I use capture tools to gather all my information in Cloudapp. CloudApp has significantly increased the efficiency of my projects and work processes due to it being fast and extremely easy to use. Example: I use Cloudapp to make GIFS/screenshots when building knowledge bases for our Support Team agents.
Q. Where do you look for inspiration in your day-to-day work?
Daniel: The colleagues I work with are my inspiration. Their motivation is what inspires me and I try to learn from their processes as well. Everybody is different and we can all learn from each other.
Q. What is the key to success for a new support team?
Daniel: Going the extra mile for the users and doing anything possible to find a solution for them. It is also crucial for the Support Team to channel feedback to the product group in the most efficient way possible and act as the bridge between the end user and the product team.
Q. What is it about CloudApp that makes your support workflow easier?
Daniel: With CloudApp, we can assist users faster and more clearly with screenshots. For example, the annotation feature is really useful for showing and highlighting items in a screenshot. Sending the URL and the immediate upload makes it much quicker than sending an attached file, which the end user might not be able to open. Also, the customized domain makes it more professional.
Q. What are the top 5 songs in your Spotify/music queue right now?
Daniel: The Prototypes - Pop it off VIP Mix, Proxima - Closely, FIDLAR - Cheap Beer, The Prodigy - Thunder, Notorious B.I.G. - Gimme The Loot
Q. What’s your favorite book? And your favorite film?
Book: Metro 2033
Film: Shutter Island
Q. What hangs on your living room wall right now?
Daniel: Small cafe wood paintings or similar which my girlfriend put up.
Q. As a child, what did you want to be when you grew up? Have you fulfilled your hopes?
Daniel: I wanted to be a psychologist. This is somehow why I went to work in customer care where I try to help and assist people with issues. It is fulfilling to end a day with knowing that you made a difference for people.