March 02, 2017
A lot of SaaS companies pay lip service to support. They might say it matters to them, but how often have you had a really efficient, helpful, quick turn around on a support issue? At Conga, great support isn’t just a catch phrase. We promise a lot, and we keep our word. Our customers consistently confirm that they really do get the help they need when they need it. In this post, we’re introducing you to one of the Business Analysts on our Customer Success team, Joe Quick. He's part of the team that makes Conga's service truly world-class.
1.) How long have you been with Conga, and what is your role? Do you focus on a particular product?
Well, I started with ActionGrid around the time it became its own entity, almost 3 years ago. After that, I was the lead Support Rep for ActionGrid. While I originally specialized in ActionGrid support, I now support Composer and Conductor as well.
2.) Why do you do what you do?
I like helping people and learning new things. While I help them by providing specific knowledge and troubleshooting, I learn a lot from customers all of the time. It seems that there are always new ways that people find to utilize Conga’s solutions, so it’s interesting to see what heights people take our products to.
3.) What makes your day?
Really cool customers. Since we’re in the service industry, we tend to hear from people who are having bad days and encountering frustrating circumstances. When I can solve a difficult problem or teach someone something cool they may have not known about and they get really excited about it, that’s a good day.
4.) What’s the weirdest call you’ve ever had? One of the best or most satisfying?
I once had a 45-minute call with a customer to investigate an issue, and at the end we found that the same issue had been investigated and resolved by another Analyst while we were talking who was on the phone with another customer from the same company.
5.) What do you do when you aren’t providing support to Conga customers?
I have a number of hobbies to occupy my time when I’m not working. I play board games with my wife, some of my friends and I make movies together, I do martial arts, and I paint miniatures.
6.) If you could let every customer know one thing about Conga, what would it be?
Direct emails to the Analysts get lost very quickly. Best method? Submit a case. That way we know exactly who to contact and what’s going wrong.
7.) Anything else you’d like to add?
This has definitely been one of the best jobs I’ve ever had. I’m very happy to be part of the team for this company.
To get in touch with Joe or any of our amazing support folks, visit Conga support.