>> I'm Steven Wilson and I am an Academic
Product Support Manager for a computer company
and I supervise the support for an
academic software product that is developed
for assessment data, special
education data for multiple stagnants.
Come in normal business hours 8 to
5, basically follow up on cases,
take escalations from other clients from
our support tiers, do some development,
answer questions, attend meetings, really
just strive to, you know, resolve any problems
that customers have and, you know,
make their experience with our product,
you know, the best they can have.
It can range, it can range from, I don't
know how to do this which is, you know,
very simple stuff, you know, how to
questions, to oh my goodness my data's vanished
where did it go, and you know, their own,
you know, 911 emergency call at a point,
but those I mean it's you know, all about you
know educating our clients about the product
and you know getting down to the bottom of the
problem and you know figuring out the best way
to resolve any issue that they may have.
Although some people would say,
I mean I've heard you know thing
where people you know they don't feel that
their voice is heard, that that's one thing
that I strive to do is to make sure that our
clients have an active voice in our planning
of the software and you know
getting what they need in it
and getting what they need resolved,
resolved in a timely manner.