More Than a Customer Success Administrator - Rachel Kinkead

Tell us about your role at Decision Time?

I am part of the Customer Success Team, and a big part of my role is to look after the Helpdesk. This means being the first point of contact for customers getting in touch via the Helpdesk email or on the phone with any queries. In addition, I help the wider team as much as I can with any implementation tasks and setting up the odd Meetings demo. It’s a fast-paced role, so the days fly by; it’s good to be busy!

How long have you been with the company and how did you come to work here?

I’ve been with Decision Time since July 2021, so almost a year. I saw the role advertised on the Decision Time website, and it couldn’t have been a better fit for me. I submitted my application and the rest, as they say, is history! It was the most straightforward recruitment process I have ever experienced - everyone was so welcoming and open. It was also the first time I had done a Zoom interview, but it was a positive experience.

Describe a typical day working at Decision Time.

No two days are the same, which is a good thing, although we make sure to start each day with a team meeting. We’ll catch up on how everyone is doing and talk about anything we need help with. It’s great to start this way; checking in with each other is so important, especially with remote working. Not one day is the same on the Helpdesk - there’s always a variety of tickets coming in with different questions and queries about the software.

What do you enjoy most about your job?

I’d have to say, the people. I’m fortunate to work with such a lovely Customer Success team and everyone in the Decision Time family. Whenever I joined, I was blown away by how welcoming everyone was. The company does put their people first, and, as cliche as it may sound, I really do feel part of the team and that we all do our best to help each other. I also get a lot of satisfaction from helping our customers - it’s a gratifying feeling.

What are the biggest challenges of your role?

There’s a lot of time management and multitasking required in my role, but I always have the support of the wider team. The past couple of years have been very challenging for all of us, but I feel lucky to be working for a company that understands that and supports us so well.

Tell us something interesting about yourself.

I’m really into interior decoration and always have a little project on the go. I love colour so there’s nothing beige in our house if I can help it. I painted our fireplace canary yellow, for example - sure life is too short not to! I particularly like mid-century design and take a lot of inspiration from the colour schemes in Wes Anderson films too. However, my favourite film since I was 5 is Labyrinth starring David Bowie, and I know all the words to ‘Magic Dance’. Top Gun is a close second, though.

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