Working in the IT industry was a dream for our colleague Dimo for some time before joining SiteGround. Even though he didn’t have high hopes for this, he is now a valued member of the SiteGround Tech Support team that is responsible for solving the most complicated hosting issues. This month, Dimo achieved 100% Client Satisfaction Rate, thanks to his supportive attitude and attention to detail.
How did you join the SiteGround team?
Dimo: A friend of mine was working for SiteGround, we met a few times and he kept telling me great things about the company. Working in the IT field was a dream for me for some time but I didn’t have high hopes as I had no previous experience. Up until this day I am grateful that SiteGround gave me that chance. One thing that never ceases to amaze me is the friendly atmosphere in our office. I have met many new friends after joining SiteGround and I'm constantly amazed how much fun working here can be.
What do you think helps you most to do your work well?
Dimo: Our job requires a lot of multi-tasking and the ability to stay focused definitely helps me in our day-to-day work. Great attention to detail is another thing since sometimes even one letter can make a huge difference.
What does it take to make a customer happy?
Dimo: From my perspective going beyond the expected to resolve an issue, combined with a friendly attitude, is what makes a customer happy. In that sense, I am always willing to go the extra mile and make a special effort to assist a client.
What is one stereotype that you think is not true about the job of a Tech Support Rep?
Dimo: I think that would be the “know-it-all support tech” stereotype. We too come across issues we see for the first time, especially in today’s dynamically changing IT world. In such cases, we have a limited amount of time to gather the necessary information and suggest a solution without hesitating.
What's one tool that you think is most helpful for clients?
Dimo: That would be the Backup Restore tool. Knowing that you have the possibility to undo something that goes wrong is definitely reassuring and gives you the freedom to experiment. Also, our SG Optimizer which combines all important aspects of the WordPress website optimization process, and allows you to boost your website’s performance with a few simple clicks. It doesn’t get much easier than that!
What piece of advice would you give to people starting out in website management?
Dimo: Website security is a hot topic nowadays so always keep your application, themes, and plugins up to date. Otherwise, you risk your website security and missing out on great new features and improvements.
One thing people would be surprised to learn about you?
Dimo: I studied in Germany and hold a degree in business administration. I still speak perfect German. 🙂