Let's Play 20 (Or So) Questions
Want to know even more about what it's like to work at MediaSilo through the lens of a support leader? Read on.
What is your role at MediaSilo?
A: I am the Customer Support Manager at MediaSilo.
Q: What drew you to MediaSilo?
A: Before MediaSilo, I did freelance production and post-production and found myself in roles that involved long-distance collaboration. For larger projects, we had to rely on cloned/mirrored hard drives, email, and even FedEx sometimes. And for smaller projects, I was limited to free services that did not have security features and limited capacity.
"I found myself excited about the company and the work they were doing to streamline production and post-production workflows."
I applied for a position at MediaSilo before learning what a powerful tool it is, and as the interview process took its course I found myself excited about the company and the work they were doing to streamline production and post-production workflows.
Q: What’s a typical work day look like for you?
A: The morning usually starts with support ticket follow-ups, and then throughout the day we have Quality Assurance cycles pop-up. QA was once a completely separate exercise in our company but because our support team knows the platform well and knows what to look for when testing we've coupled the two teams. This has been increasingly beneficial on the support side of things since the QA process provides the support team with valuable insight before the updates are made live in production. In general, it is a very reactive role, so I like to think there isn’t a “typical” day.
"When you think of support, you tend to have a negative association with it. I find working here, we actually turn that mentality around, because of our core values and because our clients are sincerely awesome."
Q: What keeps you coming to work everyday?
A: I love the people I work with and we have the coolest clients. When you think of support, you tend to have a negative association with it. I find working here, we actually turn that mentality around, because of our core values and because our clients are sincerely awesome.
Q: What does it take to succeed in Support?
A: I think curiosity and challenging assumptions go a long way at MediaSilo. You also get the chance to hop on exciting yet challenging projects all the time so having the ability to switch gears is key. In regards to the day to day, we want to provide answers quickly, strive to be clear, and treat clients as though they are our own colleagues by asking the right questions and avoiding speculation. We are curious and stubborn when it comes to learning how product works and breaks. Because of that, you need a good sense of project management and exceptional organizational and communication skills.
"People would be surprised at how patient and understanding the post-production industry is. Maybe it's because we always have to wait for our files to export, hehe."
Q: One thing about being in support that might surprise people?
A: Honestly, people would be surprised at how patient and understanding the post-production industry is. Maybe it's because we always have to wait for our files to export, hehe. It is a very helpful community, and even with tight deadlines, people want transparency and responsiveness which we strive to always provide, so it is win-win.
Q: What do you see as the next frontier for MediaSilo?
A: Working in QA, I get to have insight into what that next frontier is, so I think soon, people are going to see, hear, experience the next frontier for MediaSilo themselves. But I can say with confidence it's gonna be good!
"if an issue arises, we are the shield for our sales, product and dev teams. We are relied upon to triage and escalate issues accordingly."
Q: What impact does your role play in the day to day of the company?
A: Support can be a balancing act, like every role. Most importantly, we want to make sure things are running smoothly for our customers while channeling feedback up and across the ladder. There are different types of support tickets that come in, and if an issue arises, we are the shield for our sales, product and dev teams. We are relied upon to triage and escalate issues accordingly. We also need to determine the scope of the issue rather quickly, to know if it is widespread or potentially just specific to a client’s local environment.
Q: What’s the culture of MediaSilo like?
A: We are a fun group, but also very serious about what we do and know when it is time to go to work, heads down. We value our customers and want to make sure we are reliable partners. I also like that we aim to be very precise and make sure we are communicating clearly with each other.
Q: What excites you about your job and working here?
A: Going back to there not being a “typical” day is excitement for me. That reminds me, to be successful on support, you have to be able to remain calm under “exciting” circumstances.
Q: If there’s one thing you want people to know about working at MediaSilo what would it be?
A: We’re a good bunch of people :)
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