The amount of excitement and challenges faced here at Varsity News Network is what fuels my passion for customer support. I work with the South Central media region, making sure everything flows soundly for the Athletic Directors (ADs) covered in this area. I prefer using the word “experience” over the term “customer support” because I believe I am working ADs through an experience by helping and allowing them to grow and change for the
better.
We have a great customer support team here at VNN – and we’re always laughing together, even when we’re solving the hard problems that come across our desks every day. I started as an intern last January, and just never left. If I had think more specifically about why, it’s because the work is challenging. We’re working together as a team on a national scale and helping schools promote their athletic departments by putting ourselves in the athletic director’s shoes. What’s not to love?
My mind works things through like a puzzle. I start by learning what pieces fit together and what ones do not belong through research, which is necessary to figure out exactly what the problem is, and what the appropriate solution would be. Once I find where the roadblock begins, it’s easy to work through the problem myself, and understand the solution or workaround needed to solve the request. Sometimes though, requests might be beyond my reach, and if that happens, it’s my goal to offer as many solutions as I can, and refer users to the right person at our office for additional assistance.
I have to be honest – there are some
downsides to working in customer support, but they’re not what you think. Mass communication and prioritization can be difficult. I’m a people-pleaser, and while I’m talking to people and helping them, there’s more and more emails, chats, and calls from other ADs that will come in at the same time, and I’ve got to figure out how to balance getting to everyone, while at the same time making sure that they all are serviced to the same level. That’s when the job gets dirtier. I like to put my all into one issue at a time, make sure 
it is solved, and then move on to the next one – but many times, it just isn’t possible at that moment. I’m learning that open-ended isn’t always bad, so long as our customer has a clear idea of what to expect.
If there’s anything I’m excited about for the future of the company, it’s growth. Our team is expanding as quickly as the company, and each time that happens, I’m striving to get better and better, especially in my communication skills – both listening and speaking clearly – because it is so important to be able to converse with those in need of help, and those within the company. Communication can make or break you, and that is where I plan to develop the most with my time here at VNN.
