The Perks of Being a Tech Outsider
I’m sure you’ve probably heard me joke by now that you do NOT want me to touch anything tech-related because I have no idea what I am doing. Pretty disheartening coming from someone who works for an MSP, right? What if I told you that is what makes me a great fit for the Client Relations role? Just hear me out.
Before joining the team here at Simplex-IT, I worked for a public library system and was an end user, just like you. The library I worked at has an internal IT team and I had a complicated relationship with them. I felt the reassurance that I didn’t have to worry about fixing computer issues myself but also felt the frustrations of wondering why the darn printer never seemed to work when I needed it. There were days when I just looked at my coworkers and asked, “What does our IT team even DO?!”
Well, now that I’m “on the inside,” so to speak, I can tell you what the team does. Having been in your shoes before has made me particularly eager to make sure you know what we “even do” when we’re working on your service tickets. My time as an average end user has helped me to cultivate a perspective of understanding and a passion for providing our clients with transparency. I don’t get lost in the technical details because, well, I can’t. What I can do is advocate for you, our client, and make sure that you are getting the most out of your services from us.
I like to think that I am our client’s ultimate “inside guy.” Your voice is important and I’d like to think that my unique position within the company allows me to be an ideal representative for you. I’m not afraid to ask questions for the sake of our clients being as informed as possible. Trust me, I’m not afraid to look dumb doing so, either. I don’t want you to have to have to look at your coworker and ask what we even do, I want you to know.
Hopefully, I’ve been able to sell myself to you on why I’m in this position. Finding out that a major point of contact at your IT company only has a basic understanding of IT can come across as a little strange. I get it. When I took this job, I vowed to approach it with understanding and empathy, and I believe that only having that basic understanding puts me in a perfect position for both of those.