Whether it’s called a support center, tech support or a help desk, most of us know the basics of what they do – provide technical support – yet many of us don’t know what it’s really like to work in these areas. I talked to Vel Huett, a 26-year veteran of AFA with 16 years of experience in the Support Center to learn more.
“To succeed in this job, you have to love solving puzzles and helping others. I spend my days digging for clues and solving mysteries. I’m on the phone or responding through our online chat or email systems helping others so they can do their jobs. It’s rewarding, but you have to enjoy being sociable and addressing challenges,” said Vel.
At American Fidelity, our Support Center stays open from 7 a.m. to 7 p.m. and is currently testing opening at 6:30 a.m. to further assist those on flexible schedules. In addition to helping Colleagues via the phone, IM and email, they also have someone stationed in our onsite grill break room area for Colleagues to drop by and talk to in person.
“During my time here, we’ve expanded our team and how we’re able to help others. The great people we have here are the reason I’ve stayed for 26 years. I also appreciate all of the generous benefits and perks we receive, from our time off to our dress code. The Company puts in an effort to make this a great place.”
For those looking for a job in a technical support position, Vel recommends working toward certifications, gaining as much technical knowledge as possible and being prepared to spend most of your time working with others.