On any given day, you can reach Tech Tony via the customer service coach team or AGI SureTrack’s Community page, but on January 22, the troubleshooter and solver of SureTrack customers’ problems, was also accessible on the weekly CoffeeTalk program.
“I’ve been with SureTrack for going-on three years,” Tech Tony says, “and in that time, I have worked as a Technical Service Representative (TSR) and had the opportunity to watch the growth of the company and technology platform.”
Today, Tech Tony is based out the Lenexa, KS, state-of-the-art SureTrack headquarters. Recently, the TSR team was also integrated into the engineering team—bridging customer service and engineering to solve in-field issues more efficiently. The integration also positions the TSR team to gain a deeper understanding of product development and build-out plans so that they understand every function of every product. Tech Tony says that the integration of the TSR team into engineering is a natural fit and one that serves the customer best.
“We are liaisons between the customer service coaches and engineering. We are the translators in making sure that all of the information is making it from the customer to engineering and we are always looking for problem patterns or issues that need to be escalated to the engineering team,” he says.
The customer support coach team is always the first line of defense for a customer issue and that coach team fields every call that comes in. When an issue cannot be answered by a CSR coach, the TSR team steps in to help.
“Customer service coaches are always the first point of contact,” Tech Tony says. “If you have an issue, they are your first call. If that team can’t answer your question, then it’s escalated to our team where we are going to do more in-depth research and diagnostics to figure out a solution. We are usually dealing directly with the field team, techs and coaches.”
Depending on the time of year, the TSR and customer support coach teams’ days look different, with harvest bearing the brunt of the calls and escalations.
“In the summer or at harvest, I’m getting calls at six in the morning through midnight,” Tech Tony says. “It’s really whatever timeframe we need to work to get a customer’s issues resolved. If they have a question, we are working.”
There really are no two days alike for any member of the AGI SureTrack team, and everyday offers new solutions to helping customers get the most out of their SureTrack equipment and software. To round-out the CoffeeTalk conversation, Tech Tony shared Q&A for some of the most common questions the coach and TSR teams receive. To have your own questions answered by Tech Tony and the TSR team visit: AGI SureTrack Community or to hear the entire CoffeeTalk conversation with Tech Tony and other CoffeeTalks, find us on our CoffeeTalk Anchor by Spotify podcast site or the AGI Community News page.