Day in the Life of the ATMS Training System Technical Support Team

An interview with the Technical Support team of engineers details what a typical day in the life is like at AQT Solutions and the team culture they’ve developed to support ATMS at their headquarters in Napa, CA. Much like other enviable cultures, AQT prides itself on communication and collaboration skills with its customers and colleagues.

Mornings at AQT:

Like clockwork, the team starts their day by brewing a big pot of organic vegan French roast. Being alert and tuned into their customers is crucial, and the coffee certainly helps them get there. Then, it’s all about checking for high-priority support emails that need immediate attention, checking phone messages for any missed calls, and then jumping into working with customers.

Best Part of the Day Working for a Training Software Company:

The team agrees that the best part of their day working at AQT Solutions is getting to engage directly with so many clients, from ground transportation to logistics companies, from commercial airlines to military training programs. It’s pretty cool. They are on the frontline of resolving technical issues, answering product questions, and taking in suggestions that will make their clients’ experience smooth, effective and enjoyable. They understand that the end user may not be technically proficient in all aspects of our ATMS products yet, so, a big part of tech support is extreme patience and acknowledgement that there is a real problem to get the bottom of. They take pride in striving to do everything they can to get to the root cause and resolve our clients’ issues. A big part of the team’s day is close collaboration and communication with each other to accurately and quickly resolve our clients issues and answer their questions.”

What They Are Most Proud of at the End of the Day:

Being able to assure our clients that their issues are being heard, addressed and discussed, no matter how big or small,…however busy it gets with competing priorities.

How They Stay Cool, Calm and Collected When the Pressure’s On:

Besides taking frequent breaks for putting competitions on the company’s indoor golf putting green, they avoid stressful interactions by putting themselves in their clients’ shoes and treat their problems like they’re their own. They love their jobs and love working with their customers. When they sense a client is getting frustrated, they stay calm and positive and use of a lot logical reasoning so that the experience doesn’t get worse and they resolve the issues together. First, they listen to everything the clients have to say, so that they get a better understanding for their explanations and reasons. That helps the team to formulate solutions to get everyone moving beyond the issues faster. The team really takes the time to acknowledge what the clients are saying and understand what they are experiencing on the other side of phone.

Best Tips for Newbies Entering into a Software Support Role:

Don’t be afraid to take on new roles outside of your job description, your tech stack or your comfort zone. In technical environments, there are so many new discoveries to be made every day, and they all have something to learn and to teach others. Don’t assume that everyone has the same skills and background as you, even though they are in the same field as you are. Through this way of thinking, you can get a better understanding of your clients’ reasoning without getting frustrated, which is required for a healthy relationship with your client.

To more about AQT Solutions’ people, products and services, please email us at atmsinfo@aqtsolutions.com or call 707-265-7800.