OxBlue’s service is really what the company is known for. Ask any one of our clients and all of them rave about the people and the support that they receive. They are our first priority, and our culture reflects that – especially in the client support department.
Continuing with Careers in Construction month, this week we turn the spotlight onto said department. We sat down with Lead Client Support Manager Mimi Nguyen to discuss her role at OxBlue and the goals of the department.
Day-in and day-out, Mimi helps her clients with their every need. Her customers treat her like she is a part of their team. She knows how their projects operate and what they expect out of their construction time-lapse camera(s). It’s a process that involves a great deal of trust and the conviction to better others lives.
What are the responsibilities of client support?
Mimi and the entire team serve as client as well as tech support for their designated customers. Responsible for assisting customers with everything from camera technology education, hardware, software, troubleshooting, and some billing needs, the team is the main point of contact for construction teams.
Client support team members have the responsibility to make the best decisions for their customers. They know all the details and have the best insights into how to help move their project forward. Also, the prior knowledge allows client support managers to take care of needs promptly and efficiently.
How do they achieve this level of service?
OxBlue’s client support team undergoes extensive training from the entire department before flying solo. However, the type of person who is successful at client support sees the world differently. They possess a strong sense of empathy and care about others. Seeing the project through to the end and ensuring that the customer is happy is a source of satisfaction for the team.
Individuals also need to have a curious nature and be willing to dig deep into the status of a project and find answers on their own. They must be self-motivated to find solutions and come up with new ideas that can better themselves and the company. It’s a role where people always need to be learning and progressing – not static. There is always something new to research with OxBlue’s ever-expanding camera technology options.
What does the future hold?
As OxBlue continues to grow and look for new ways to serve our clients, the support team will continue to grow and receive training about new integrations or software. The construction industry is adapting to the changing times by adopting more and more technology for the job site. Currently, OxBlue is integrating with project management programs like PlanGrid and Procore to simplify our clients’ day-to-day roles.
With all the new integrations and technological updates, the client support team has to be continually learning and coming up with their own ideas on how to best help their customers. They will have to be just as innovative as the technology that they are studying to provide unmatched service.
The changes occurring across the construction industry and within OxBlue only exemplify the need for qualified and dedicated individuals in client support roles. Our team believes in going above and beyond to take care of their customers and finding the best solution. OxBlue thrives because of that dedication to our clients and to driving the industry forward.
We’re always interested in finding talented individuals. If you’re interested in a client support role, check out our open positions page.