Spock said, “Computers make excellent and efficient servants, but I have no wish to serve under them.” Our Technical Support Agent, Russ, works to ensure that our customers are always technology’s master.
In this series, we talk to them to highlight their amazing work. Here we chat to our Technical Support Agent, Russ.
Meet Russ
Russ joined Onfleet in 2021 and loves working with such a friendly team and handling many different issues. We sat down to ask him a few questions and get to know him better.
- What’s your favorite hobby? I love video games! I’ve played them for a long time, and they really hone my puzzle-solving skills and help me to attack problems.
- Do you have a favorite video game? Choosing one is hard! My top three would be Final Fantasy X, StarCraft II, and Oxygen Not Included.
- How do you start your day? My day always starts with a big cup of coffee. I wake up and make my French press, which always gets drained fast.
From Creative to Technical
A native of Southern California, Russ went to college at California State University, Fullerton, and majored in graphic design. He did freelance work before moving into web design and spending a lot of time doing web development. These skills blossomed into a deep understanding of technology, and discovering how to solve technical issues.
From there, Russ applied to Onfleet to use his problem-solving, technical know-how, and amazing people skills in the support team. He works with Onfleet customers: dispatchers, admins, drivers, and internal teams, to sort their issues and find solutions.
Outside of work, Russ’s passion project is a mix of coding, design, and his love of video games. He’s learning how to develop video games using a video game engine, Godot. “Coming up with everything from the art and design of the game, to how it’s put together, all of the gameplay features,” Russ explains with a massive grin.
Onfleet Support: Big to Small Support
Russ explains that there are tickets to solve every day, ranging from drivers with technical difficulties to large problems that take time to solve.
He gives an example of a client who had an integration with Onfleet to extract data to build reports. When the integration broke, Russ manually pulled all the data needed and formatted it into the reports they required. It was a huge win for the client, and gratifying for Russ, who pulled from his coding background to solve the puzzle, before then fixing the bigger issue with the integration.
Russ also develops internal tools to help the whole support team access data better. Customer Support Managers and Sales Representatives rely on him to help them with questions from clients and prospects.
Russ tells us that the best thing about working at Onfleet is the collaboration between teams. Everyone works together to get the best results for clients. He’s also had a great experience with customers, who are friendly and want to improve their Onfleet usage.
Want to Learn More?
Onfleet prides itself on having one of the top courier dispatching software solutions available. Take it for a spin with our 14-day free trial.
Just know that, if you have any questions, one of our support team members like Russ will be happy to help.
If you get Russ on the phone, make sure to ask him about Star Trek! His favorite quote is always to “Live long and prosper”, as Spock famously said.
