Introducing Product Support Lead Christopher Sutton

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Time again to revisit our award winning #nophonetrees customer service department.  This time we're talking to Chris Sutton, who is the Yosemite Product Support Lead and Tier II support for Barracuda Backup.

Chris worked in technology for over a decade before joining us in 2011.   He and his wife of 11 years have two young sons, ages 5 and 7.

What is a typical day like for you?

Get up, help our kids get ready for school. Make breakfast, pack a lunch, and make sure to start the day on the right foot.

Come to work, help out fellow technicians not just solve problems but learn something every day. I try and do the same with our customers.

After work, I pick up the kids and it's family time. We have dinner and help the kids with their homework.

Next day, we start all over again!

What is your favorite part of the job?

Helping customers in tough situations – Saving their day and mine.

I also love empowering our customers.   It's not just about solving their problems, but helping them so that they can help themselves in the future.  I believe in giving them what they need to either solve future problems themselves or at least have a better understanding of the next situation.

What is the funniest customer call you've ever taken?

 My funniest customer call happened before I worked for Barracuda. I used to work for a software company that worked specifically with automotive dealerships. On one call, the customer located in Florida was trying to do a few last minute things before evacuating due to a hurricane alert.

In the middle of the call, the hurricane effects started to hit.  One of the cars in the lot was lifted and pushed across the lot by the high winds.  Needless to say, he decided to go ahead and evacuate, and the software issues could wait.

What advice would you give someone who wants to work in customer service or tech support?

It’s okay to say “I don’t know”. Customer’s appreciate honesty, so admitting that you do not know something is not a bad thing as long as you follow that up with a way to find the answer.  No one expects you to know every answer right then. They are looking for someone to understand their situation, maybe listen to them vent a little, and work diligently to resolve it.

Soft Skills are at least, if not more, important as technical skills.

Outside of work, Chris and his family like to camp, hike, and jeep.  They enjoy getting away from it all and spending a few days out in nature.  Camping trips are a big part of their lives.

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