In the below interview, Alex Vance discusses building DTT’s Technical Support Department in an effort to create a better customer experience.
What do you do at DTT? Where did you start in the industry? What’s a lesson you’ve learned along the way?
I started my career with DTT in 2011, and I am currently the Director of DTT’s Technical Support Department.
My first exposure to leadership came from my experience as a Sergeant in the Marine Corps. The Marine Corps mentored me, and taught me what it truly means to be a leader. Although I gained strong leadership skills while in the Marines, transitioning into a civilian leadership position has taught me many other ways to lead. My experience has taught me how to be adaptable to a dynamic environment and to never stop honing my leadership and management skills.
What is the Technical Support Team responsible for at DTT?
DTT’s Technical Support Team is responsible for working with our clients to resolve both simple and complex technical challenges with their DTT system. The scope of issues we address can range from resetting user credentials and assisting with remote access, all the way up to troubleshooting enterprise level networks and Point-of-Sale integrations with the DTT system. DTT’s Technical Support Team plays a vital role in the success of rolling out our clients’ services from the day of install through to supporting their system years down the road.
What can customers expect from DTT’s Technical Support Team when they sign an agreement with DTT?
DTT’s Technical Support Team is based out of Las Vegas with dedicated technicians who all strive to exceed customer expectations. We understand what it means to provide excellent support, and we work to make every customer interaction a great experience. We understand the issues our clients face every day and find solutions to them wherever possible.
DTT provides 24/7/365 customer support to clients. Why are these hours an essential component of DTT’s loss prevention services?
Emergencies do not always occur during scheduled business hours. Our clients depend on DTT to protect their business and give them peace of mind. Our department will always have a representative available 24/7/365 to ensure we are there when our clients need us the most. We have assisted clients by providing them with video evidence during some of the most stressful times in their lives.
Aside from 24/7 availability, what sets DTT’s support team apart from the competition in terms of the value provided to our customers?
DTT has adopted an account management model of support to our clients. We assign a dedicated support technician to each account. By assigning a specific point of contact for all technical issues, it allows our support technicians to build a rapport with our clients and better understand our client’s technical needs. This prevents misunderstandings and frustrations, and helps us provide the best customer experience possible. Support technicians have the ability to communicate and collaborate with any department they need to in order to ensure our clients gets the results they need as soon as possible.
DTT’s Technical Support Team is often the customers’ primary point of contact with DTT. How does your team work to represent DTT and maintain positive relationships with clients that may be experiencing frustration with DTT’s products?
Our technicians develop a partnership with our customers. They understand the importance of a fully operational system and provide proactive support to ensure that foreseeable issues are corrected before they become major issues that could potentially negatively impact an operation. We operate with urgency and effectiveness to diagnose and correct the root problems of any issue, helping to ensure that they do not reoccur. It is important to us that we resolve the issue correctly the first time.
What’s an example of DTT’s Technical Support Team going the extra mile to support a client facing technical difficulties?
Our Technical Support Team is dedicated to going above and beyond; there is no issue outside their scope of operation. Cyberspace has become more secured in recent years, but it has also become more technically complex. Integrating DTT into an existing technical infrastructure can be tricky; it requires technical expertise and an understanding of how the computing environment is laid out at any given location.
We work with dozens of third-party vendors in order to ensure that our platform integrates with our clients’ Point-of-Sale systems, networking, and firewall companies. We will always go the extra mile and ensure that our system is properly customized to meet the specific needs of our clients.
DTT works with multiple brands in multiple industries, using many different types of technology. How do you ensure that your team is equipped to provide customized and accurate support to those stakeholders, whatever their unique needs might be?
Our Support Department utilizes a Learning Management System along with a dedicated expert to provide ongoing training to our technicians. We certify our support technicians through our Agent Development System to ensure that they understand the DTT product on a technical and procedural level.
Every support technician is expected to achieve a baseline certification as well as the option to obtain additional expertise in our product lines. This allows us to identify potential training needs as well as to ensure a consistent customer experience.