Tales From Tech Support: Emma


Meet Emma. Emma works in the Auckland Support team here at Vend. On any given week, she’s helping solve around 90-100 support tickets through our Help Center. She also mans the phones for our Premium Support and occasionally bakes banana bread for the entire office (a favourite amongst our carb-friendly staff). She does all this with a smile on her face and without the need to mainline coffee all day – a fact she’s super proud of.

On weekends, Emma goes surfing (or skiing in winter), and in the evening if she isn’t out with friends she’ll be at home watching Game of Thrones or playing with her super handsome Snapchat-celebrity cat, Doja. Emma is a Vender through and through.

What makes Emma a Support Star?

Two weeks ago, Emma picked up a ticket in our support queue from a retailer whose Sell Screen wasn’t loading correctly. Within fifteen minutes she had them on the phone and was tinkering on their machine remotely (we have some fancy tools to help us work on computers on the other side of the world). After a quick fix-up the retailer was back up and trading again – it turned out their browser was using an unusual extension that wasn’t playing friendly with the Vend Sell Screen.

Emma’s a Support Star because she follows up her tickets to make sure our retailers are happy. During one of these follow ups, she found out that the retailer was having another issue on their computer which was unrelated to Vend.

Right away she was back on the line and investigating. Over the next hour she attacked the problem from every angle in the book, and even tried a few methods from the crib notes in the back – but nothing worked. She ended the call with the promise to follow up again after talking to senior staff about it but not long after that the store owner replied to tell her the computer had come right on it’s own.

We’d love to say we have the answer to every issue that comes into our support queue, but sometimes the non-Vend issues can be a mystery. Even so, we make sure to try every little avenue and approach problems from every possible angle. This is how we bring delight to our customers, and why this particular one had this to say about the experience:

“Support was excellent, even without a complete solution.”

This is just one of Emma’s many awesome support moments,  and she tackles all tickets with the same great attitude. Then, at the end of the day, she goes home and updates everyone on the status of her incredibly fluffy cat.

Tales From Tech Support is a new blog column looking at Vend’s Support team and their mission to bring delight to Vend retailers. If you ever need help with anything to do with Vend, feel free to get in touch with Emma and the Support team through email, on our Help Center, or Twitter.

About Vaughan Fergusson

Vaughan is the Founder of Vend. An entrepreneur and technologist, Vaughan's goal is to make retailers' lives easier. When he's not leading the team, Vaughan is working on his charitable foundation and raising his kids.