Meet the team: Ed

When he’s not providing top-notch support for our Sign In App community, you’ll find him watching live sports or getting into a good book. Meet our second-line support, Ed...

Tell us a bit about your background with Sign In App

After graduating from University and then spending a month travelling across Italy and Greece, I joined the Sign In App team in the Summer of 2019 as second-line support.

What’s involved in your role?

As second-line support at Sign In App, my core role is keeping on top of any technical issues which arise and working with the development team to provide solutions. Together, we make sure new releases are tested, bugs are identified and customer feedback is carefully considered. Our support desk is an integral part of providing a high service level and ensuring problems are resolved quickly.

The Sign In App user guide is really important for helping clients have up-to-date documentation to support them. The development team does a great job at consistently updating Sign In App with awesome new features and bug fixes, and we need to ensure the user guide always reflects these changes. As part of this process, I help write the documentation for new features to clearly communicate how to get the most out of Sign In App.

Why is customer experience so important at Sign In App?

At Sign In App customer experience is super important and providing great service is our top priority. Listening and responding to feedback as part of this process helps to shape Sign In App and drive the product forward. We try to be really responsive, picking up conversations over the phone, email, live chat, and our support desk, helping to give customers a channel they feel comfortable using.

What does a typical day in the office look like for you?

A typical day starts with responding to any support tickets that have been raised that morning and then picking up any conversations on existing tickets. Live chat is an important part of being responsive, so I always keep an eye out for incoming chats dealing with technical queries or bug reports. Routine developer meetings help me keep my finger on the pulse with new releases. Each release needs to be tested before the documentation is updated to reflect any new changes – so I usually spend some of my day writing documentation and testing.

Since 2020, working from home has become the norm and I’m sure most of us have experienced the pros and cons of this new working world. I love being in the office and work well in a busy environment, but I’ve felt some of the benefits of working from home too. It’s been nice to cut out the commute and I’m fortunate to have a comfortable home office, but I also really miss the office coffee machine. I am looking forward to embracing the hybrid work model when possible and balancing the office and working from home!

What’s been your most memorable day/time at Sign In App to date?

The release of version 4 was really memorable. It was the first time I’d worked on a big update and it helped me to understand the process and how much goes into it. At release, I was really impressed with what the development team had built and with how the customer experience team helped to make it a seamless release.

I also have to give an honourable mention to our 2019 New York trip for our 2020 launch – an unforgettable experience and an awesome way to be introduced to everyone at Sign In App!

What are your interests outside of work?

I’ve always been a massive sports fan, especially Rugby (Northampton Saints fan), and most live sports will keep me entertained. Lockdown in the UK has turned me into a keen – but admittedly very slow - runner. Whilst I’m not a software developer at Sign In App I’ve got an interest in coding and work on some fun projects in my spare time. I also like to read, and if I had to choose a favourite book, I’d have to say Sapiens by Yuval Noah Harari.