Success Stories - Customer Service

Although there are many successes to share, please enjoy these and consider how these experiences can transfer into successes for your business.

Company: NSite, a knowledge based software development company with primarily Department of Defense clients

Employee: Dave Roberts

Job title: Software Technical Support Engineer - Telecommuter

Job Description: Software Technical Support to include being the major POC (Point of Contact) for Nsite Customers , Software Testing in close concert with the Programming Team, and managing the flow of trouble tickets through the resolution process.

Disability: permanent back injury

Length of employment: January 22, 2008

Promotion or advancement: I have been assigned more responsibility as time has passed since I began as a part timer on January 22nd, 2008 (went full - time August 1st of 2008).

Attendance: Have never missed a day and have only been late logging on due to Comcast connectivity a few times

Comments: From Dave Roberts: “I do not jest when I say that the ESBLN and DORS (Bob Fairbank) have resurrected my career and landed me the opportunity to find the employer I hope to retire from (Tom Cropper is an amazing man, truly the best employer I have ever known in 35 years of working - no brag - just fact). You gave me the opportunity to present my skill set to an interested employer - it is important that those that follow me know that, they as individuals must 'land the job' (that it is not given to them), and work hard to become a valuable member of the TEAM and grow their career. I am fortunate to telecommute! Its easy - alarm goes off and you get up and go to work because you love it!”
From Tom Cropper, CEO: “Dave is working out great. He didn't have much of a learning curve which was very helpful. He is dependable and shows earnestness. He cares more about supporting the client and that comes across to the customer. You can't have a better representative than that. When times are tough and having customers that know you will take care if them is critical, even in when it's not easy like being in this tough economy. Dave is an integral part to our support system.”