Meet Tommy Andersson, a Senior Support Engineer/Specialist/Expert at Dstny Sweden and a key member of our Customer Operations team. With deep technical expertise and a knack for solving tough challenges, Tommy ensures smooth communication for our global UCaaS and hybrid customers. His passion for collaboration and problem solving reflects Dstny’s commitment to empowering businesses. Let’s dive into his journey and insights!
Meet Tommy
- Name: Tommy Andersson
- Age: 54
- From: Stockholm, Sweden
- Department: Customer Operations
- Role: Senior Support Engineer/Specialist/Expert
- Years at Dstny: "Too many to count!" Joined Telepo in 2017
Four quick questions
- Morning or evening? Morning, since the Covid lockdown started. Before that, I was an evening person.
- Coffee or tea? Coffee, strong, black and no sugar.
- PC or Mac? PC.
- Office or home office? Office, I need to get out and meet people.
About the Role
Can you describe your role and what a typical day looks like?
I support Dstny’s UCaaS and Hybrid customers worldwide by resolving any issues they encounter with our systems. My day starts early in the gym at 6 AM. After that, I head to the office for my first cup of coffee, where I check Jira queues for any new or urgent issues reported overnight. If there’s something critical, I address it before our morning meeting. After that, my day varies depending on the tasks assigned to me, it could involve troubleshooting, working with the R&D teams, or communicating with customers to provide updates. Towards the end of the day, we have another team meeting to discuss ongoing cases and share updates. No two days are exactly the same!
What challenges do you help customers solve most often?
Most issues revolve around call routing problems or customers needing help using our APIs to interact with the system. These can range from simple fixes to more complex scenarios that require diving deep into logs and traces.
What’s the most rewarding part of your work?
Finding the cause of a particularly tricky issue and delivering a solution that helps the customer resolve their challenges. It’s satisfying to know you’ve made a real difference, especially when it means their end customers are happy too.
Customer Interactions
What’s a memorable experience you’ve had helping a customer?
It’s hard to recall a single moment, but it’s always rewarding to hear positive feedback. For example, when customers go out of their way to share how much they appreciate our help, it reinforces the value of what we do. Those moments stick with you.
How do you handle tricky situations or dissatisfied customers?
Teamwork is key! We work together as a team and with the R&D department to get to the root of the problem. We aim to either provide a workaround or a permanent fix as quickly as possible. That said, it can be challenging not to take customer dissatisfaction personally, but focusing on solving the issue helps.
What do customers appreciate most about Dstny’s support?
I believe they value our quick response times and our ability to provide effective solutions, whether it’s a temporary fix or a permanent one.
Problem-Solving and Tools
What tools or systems help you work efficiently?
Wireshark is my go-to for analyzing network traces, along with a solid log viewer and editor. I also rely heavily on Unix-style commands for sorting through log files quickly. Having the right tools makes a huge difference when dealing with complex issues.
How do you stay updated on product features?
We regularly attend sprint reviews with the R&D teams, where they provide overviews of new functionalities and updates. It’s a great way to stay informed and ready to assist customers with the latest features.
What’s your strategy for tackling complex issues?
“In for a penny, in for a pound.” I approach problems from different angles, trying to piece together what’s happening. By building a hypothesis of the issue, its triggers, and the underlying cause, I can work systematically toward a solution.
Team Dynamics
How does the support team handle larger or urgent cases?
We’ve worked together for years, so collaboration is seamless. Whether we’re sitting side by side in the office, chatting on Teams or jumping on a call, we share information and brainstorm solutions quickly.
What’s unique about the way the Dstny support team works?
We have a very close working relationship with the R&D teams. There’s no silo mentality, which speeds up investigations since we can gather all the necessary information right away.
Personal Growth
What skills have you developed in this role?
Patience is a big one, especially when dealing with tough situations. I’ve also learned how to maintain a professional tone in all communications, even when things get frustrating. And, of course, not taking customer complaints personally, it’s about finding solutions, not dwelling on the problem.
How has your role influenced your perspective on customer experience?
I’ve realized how differently customers configure and use our systems based on their unique needs. It’s taught me to approach every case with an open mind and avoid assuming a one-size-fits-all solution.
Dstny-Specific
What makes Dstny’s support team stand out?
Our dedication to resolving issues and the teamwork within our department. Everyone pulls together to get the job done.
How do Dstny’s tools help you provide exceptional support?
Having the right tools makes it easier to work efficiently, respond quickly and deliver solutions that make a difference for our customers.
Fun Questions
If you could describe your job in one word, what would it be?
Varied, no two days are the same and there’s always something new to learn.
What’s something surprising about working in customer support?
You never know what the day will bring and you’re constantly learning. It’s one of the things that keeps the job exciting.
Closing Thoughts
Tommy’s role at Dstny is all about tackling challenges, delivering excellent customer support, and ensuring seamless communication for customers worldwide. His dedication, expertise, and love for problem-solving make him a vital part of the team and a true example of what makes Dstny’s support exceptional.