A local of Memphis, Tennessee, Corey has spent most of his life within the Memphis-area, even at the moment solely having lately moved half-hour of Memphis.
Corey stories into Olive Department, Mississippi, Milwaukee Instrument’s Distribution hub. Since he was younger, Corey knew he wished to do “one thing with computer systems and IT (data know-how),” having studied electrical and pc engineering at ITT Tech earlier than making use of to a job posting at Milwaukee Instrument by means of a referral from his spouse, a long-time Milwaukee Instrument worker.
It’s, due to this fact, acceptable Corey discovered his strategy to buyer help at Milwaukee Instrument, the place he combines his ardour for computer systems along with his pure, affable nature and willpower to assist folks.
An Interview with Corey Allred – Technical Service Advisor for One-Key
I had the privilege of sitting down with Corey and asking him some questions on his function, what his day-to-day obligations appear to be, in addition to what he’s like as an individual outdoors of the workplace.
LM:
What are a few of the extra frequent issues you discover customers encountering after they contact One-Key help?
CA:
Not having the appropriate permissions for the app configured is a problem for some customers. A number of permissions are required on iOS and (extra lately) on Android that many customers are unaware of or need assistance enabling.
Since iOS 13, customers have needed to independently arrange app permissions for Bluetooth and Location Providers, and iOS 14 launched “exact location,” which is required to enhance the instrument location updates customers obtain.
On Android, there are additionally a number of permissions required. Beforehand, you’d solely should have to verify all 4 app settings had been inexperienced with out leaving the app. However in Android 12, Bluetooth and Location Providers are impartial from one another and should be arrange on the machine stage.
That is oftentimes the basis reason behind an issue an finish consumer is experiencing, like in the event that they’re having connection points, for instance. I’ll ask them scroll all the way down to troubleshooting and confirm if the 4 checkmarks they see are inexperienced. If an merchandise isn’t being seen, we’ll have the ability to see the Location checkmark is pink and must be turned on.
In lots of circumstances, schooling is required for customers who don’t know why they should allow it.
Different frequent points embody misunderstandings about multi-user (e.g., when somebody who already has a One-Key account needs to hitch a special account), or having issues the place they both see location historical past or don’t.
LM:
Clarify a few of the challenges you face in your job and the way you overcome them.
CA:
Typically, if a buyer isn’t too tech-savvy, they might have issue discovering the appropriate areas within the app, reminiscent of if I’m attempting to direct them over to the troubleshooting part of the app, to find out if the issue they’re encountering is version-specific. In these circumstances, I ask if the consumer would thoughts taking just a few screenshots in order that we will decide if it’s an app versioning problem, a device-specific problem (e.g., Android vs iOS), a software program problem (iOS model # vs Android model #), and many others.
We’re additionally within the means of exploring distributors providing distant service desk software program, each for internet and cell apps, which can assist us present higher help to customers in actual time.
Different challenges embody when a consumer doesn’t perceive how One-Key works (e.g., mistaking it for GPS), or the way it’s presupposed to work. In some circumstances, we have to take care of police departments within the stolen instrument course of).
Offering help for Milwaukee Pipeline app additionally poses some challenges, the largest being not not having sufficient folks educated. I’m within the course of of coaching the entire dusty group on the Milwaukee Pipeline app to make sure prospects of this product could have the perfect help.
LM:
Inform me concerning the Dusties and the help org.
CA:
The Dusties present all product help. A buyer can name 1-800-SAWDUST or e mail product help, and that staff will deal with all the things associated to tool-related points, half numbers, and many others.
All One-Key-related help involves me, except energy instrument particular query (like an element breakdown), which might go to the Dusties.
LM:
How can a buyer attain One-Key help?
CA:
There are 4 methods.
- They’ll name 1-800-SAWDUST and ask for One-Key help or choose One-Key help.
- They’ll go to milwaukeetool.com and click on contact us, then choose One-Key from the dropdown choices.
- They’ll go to onekey.milwaukeetool.com and click on the help tab and submit a request.
- They’ll click on the chat button on onekey.milwaukeetool.com and comply with the prompts.
LM:
What motivates you to work as onerous as you do throughout a very difficult week?
CA:
Ensuring our customers are getting the perfect help we can provide them. Customers should be taken care of.
LM:
Inform me a couple of mission, initiative, or accomplishment you take into account to be probably the most important of your profession up to now.
CA:
Working with our content material and schooling staff to get all of the information base articles up!
And dealing with Improvement for getting the HubSpot chatbot up and operating and implementing wording or textual content to provide EMEA (Europe, the Center East and Africa) to make sure that, if folks land on unsuitable web site and fill out a help ticket, they’ll get directed to the appropriate place and never get shuffled round needlessly or discover out late within the recreation that they’re on the unsuitable regional web site.
That is essential as a result of, whereas we will attempt to troubleshoot with folks not in our area, it could be a model they don’t have entry to for that area. Or I received’t have entry to that area’s Instrument Administration System, so I received’t have the ability to lookup serial numbers, e mail addresses, account numbers, or to resolve consumer issues like serving to them with a password reset, unlocking accounts when the unsuitable password was entered too many occasions, and many others.
One other mission I’m happy with that’s presently in-flight is offering help for the Pipeline Inspection app.
LM:
Snippets and One-Key: are you able to inform me just a little about this?
CA:
We use snippets (canned replies) and edit snippets primarily based on conversations inside a ticket.
These permit for a quicker response from us to the tip consumer. For instance, relying on the tip consumer’s enter, the Chatbot will serve up 3 articles remotely near what they’re asking about.
LM:
What’s your favourite half about engaged on the One-Key staff and Milwaukee Instrument?
CA:
Accessibility to folks and collaboration with others. For instance, I can attain out to a staff member on Slack or Groups and at all times get a response. I get pleasure from having the ability to work carefully with one another.
LM:
What’s your favourite half about your job? When have you ever been most glad in your function?
CA:
Ensuring the tip consumer has all the things they should use the One-Key app to the perfect of their skills.
LM:
What’s the #1 piece of knowledge you’d desire a consumer to know concerning the app?
CA:
Simply while you’re beginning out, activate Bluetooth and ensure location is ready to “Permit on a regular basis” (and that exact location is on for iOS). This can guarantee they’ll get the hottest location updates for the instruments and that their instruments might be seen, and so they can hook up with them.
LM:
Let’s shift to some enjoyable ones. What’s your favourite ebook, film, TV present, fashion of music (artist), and many others.?
CA:
All music. Favourite film: High 2 are Greece and On line casino.
LM:
What was your first job?
CA:
Picnic helper setup for putt-putt {golfing} video games.
LM:
What track would you sing at Karaoke?
CA:
In all probability a Journey track.
LM:
What’s your superpower or spirit animal?
CA:
Tiger.
LM:
Lastly, in the event you might inform an finish consumer one factor about you, what wouldn’t it be?
CA:
That we’re right here that will help you as a lot as we will.