Can you tell us a little bit about yourself?
John: I was born and raised in western Massachusetts and am the oldest of two. Growing up, my two main interests were computers and music. My parents had a Commodore 64 and when I was 7 I received an Atari 8-bit computer and taught myself how to program in BASIC. My love of technology and music has been a constant “tug of war” of sorts. I chose to go to school for music at Berklee College of Music but my career has been mostly in the tech world starting out by doing dial-up tech support for JavaNet almost 20 years ago. I’m also a proud dad of two daughters: Natalie & Kylie.
What did you do prior to working at Rediker?
John: Prior to Rediker I was at StubHub managing Executive Customer Care, Fulfillment Operations and Integrations. Before that I was the Operations Manager at an Apple store.
What attracted you to joining the Rediker Software Family?
John: Rediker seemed like a perfect fit from the onset. The role, size of the team, solutions it provides and, most importantly, the “Family” were big attractions. After my first meeting with Olivia and Andrew I knew this was the right environment for me.
What is your current role at Rediker?
John: I manage all technical support operations. Tech Support is presently the largest department at Rediker and is responsible for troubleshooting and resolving our customers’ challenges via phone, email and online forums. On the operations front, my personal goal is to ensure our customers get the highest level of support in the most efficient manner possible. I work on finding inefficiencies and coming up with solutions to get our customers the help they need.
What are your goals for technical support?
John: My ultimate goal is make Rediker Tech Support the differentiator for our customers. We will define what our customer expectations really are and we will exceed them. In the short-term, we have a strong, extremely-capable group of support technicians. We do an excellent job of resolving our customers’ issues and strengthening our relationship with them. However, despite that level of service, our customers have had to wait at times to speak to someone. We’ve spent the last month assessing and redeploying resources. Now our average call is answered within about 30 seconds versus 4+ minutes during the same historical time frame. Long-term, we will continue to improve upon that, but also look to provide better support via email and online. Giving customers the option for self-help as well as other channels of support will only improve their experience.
What do you like best about working at Rediker Software so far?
John: The people and atmosphere are just amazing. It’s a very positive environment and I see so much opportunity. It’s a great feeling to wake up in the morning eager to come in, roll up my sleeves and make an impact that our customers and employees will feel.
When you aren’t at Rediker, how do you spend your free time?
John: Being a dad comes first and I love doing things with my girls and watching them grow up. I also love to travel and play music gigs when time allows for it. The rest of my time is spent operating my own full-service music recording studio in downtown Chicopee, MA.
Can you share an interesting fact about yourself?
John: I have played the drums all over the Western Hemisphere with many different bands, including numerous Grammy-award winners. I’ve also appeared on several recordings. You might even be able to find me on iTunes.