Our technical account management team is a key part of how Resolve is able to achieve award-winning customer service. We spoke to Ryan, who has been with Resolve for the past 11 months, and he gave us the low down on what a day in the office looks like for him.
Before the shift starts
Ryan’s shift starts at 9am, but before getting settled at his desk he can be found getting a caffeine recharge in the kitchen where there is also the option to grab breakfast – coffee, tea, bread and fresh fruit are always available.
Because the account management team handles phone calls, the staff have staggered start times to ensure that someone is always available for clients to talk to. Normal shift times start at 8am, 8:30am and 9am.
Logging on
After making his way upstairs to his desk, he will start by checking emails that may have come in. He will also check that his tickets from yesterday have been updated and look to see if there are any new tickets waiting for him from the group of clients he looks after.
After this, there are a range of things that he may need to do. One of his clients could have an issue with their server that he needs to sort, or he could be monitoring a client’s network and pre-empting any issues to fix before they cause an issue. Once all high priority tasks are completed, he generally spends the remainder of the morning catching up with clients if they need to discuss things with him.
Lunch
Ryan’s preferred lunchtime is 1pm, but some team members choose to go at 12pm. During this time, he has an hour’s lunch where he can socialise with colleagues over a game of FIFA on the Xbox, play a game of pool or just sit in the café area eating lunch. Ryan enjoys playing pool, particularly when there is a pool tournament happening.
Afternoon
Afternoons tend to be a bit quieter as high-priority issues have been seen to, but each day is different. On a usual afternoon, Ryan looks over all admin work, whether that is client documentation or best practice checks.
Once a week, all employees can spend up to two hours doing independent studying towards a qualification or working on less urgent tasks. This can be divided as necessary throughout the week and is helpful for the technical account managers to learn more about new systems that they may need to use to help clients or get further qualifications. This is known as Q2 time.
As well as Q2, technical account managers get a further two hours a week where they can make sure administrative work is up-to-date or speak to clients about improvements that can be made for them.
The normal finishing time for Ryan is 5:30pm, but the staff that have been on a different shift can be finished as early as 4:30pm.
Outside of work
Outside of the office staff aren’t required to meet up, but Resolve regularly organises quarterly socials for staff to join in with. Some of Ryan’s favourites have been bowling and the Roxy Ballroom. As well as the quarterly socials, staff at Resolve often arrange to meet up at a pub monthly.
Experience and progression
Before working at Resolve, Ryan had worked in two other roles that were similar in level to our Helpdesk engineers, but as internal IT. When asked how this helped, he said: “By working in my previous roles it helped me build skills to be able to talk and build rapport with clients, which is a necessity as a technical account manager.”
Thinking of where he wants his career within Resolve to go in the future, there are multiple different routes – for example, he could undertake additional training to specialise in an area like security or could progress to a more senior technical support role. You can read about Matt’s journey to becoming Resolve’s first cyber security consultant, here. Ryan’s preferred progression would be to move into management if the opportunity presented itself.
