The Support Files: Meet Ben

The Support Files: Meet Ben

Slaying the Sandman and fighting off the scourge of morning sleepiness and bad attitudes was a daily thing for Ben Kroll. Before Duda, he worked in a few coffee shops including a classic San Francisco bakery (that shall not be named). Bens coffee shop experience made him an expert in  handing out smiles and quadruple-double-caf-breve-zebra-one-and-a-half-pump-vanilla-pumpkin-gingerbread-lattecinnos, in a tall cup, to the crazy caffeine-addicts who visited his shop daily.

In college Ben majored in linguistics (if you’ve ever talked to him through our support line, you’ll understand why). Though being linguistically elegant may be Ben’s forte´, he couldn’t help but ignore the deep obsession he’s had for technology since childhood. Ben discovered that frappe-ing together his people skills with his tech skills would land him in a place where he always dreamed of being — DudaMobile.

Theresa: What gets you fired up about coming in to work everyday?

Ben: In case you didn’t already know, the DudaMobile team is full of amazing people. Working with the kind of people you would hang out with makes it easy to want to go to work. We’re a tight knit group and it really helps fuel our teamwork. We also have an amazing cappuccino machine in the office, and you know how much I like coffee…

Theresa: We offer our customers three channels to contact us; by phone, email or live chat. Which channel do you like to use the most when helping people?

Ben: I love the phones. I like to connect with the people I’m helping which is easiest when we can at least hear one another. It’s dangerous though, we have plenty of great people who call in and are easily willing to talk for a good two hours and sometimes getting down to working on the website actually becomes a challenge. If you’ve ever talked to me on the phone, you know what I’m talking about!

Theresa: One perk of being a DudaMobile employee is that you get two weeks off for vacation. If you took all of your vacation days off at once, what two week long adventure would you skip off to do?

Ben: Two weeks to do anything? Well, my top vacation destinations are: Thailand, Ireland, South Korea, Japan, and Socotra Island (look it up, it’s like something out of a dream). They’re all cultures and places I love for different reasons. Food, Heritage, Culture, Architecture, Language. So basically I would travel like crazy and get lost in other countries. I might even find my way back.

Theresa: Once a week, the entire Duda team has a meeting. At the end of the meeting one person shares one thing about themselves no one else knows about. When it was your turn to share, what secret did you reveal?

Ben: I’m pretty sure we were sharing injuries when my turn came up. In first grade I was playing a genius game with my friends where you try to get the other person to fall off the monkey bars. Like I said, it was genius. I was crossing and my best friend managed to remove my hands from the bars and sent me flying. Either the sand was a little thin or my luck was bad because I fractured and dislocated my arm. I still have pins in my arm and the scars to prove it. The playground was redesigned shortly after that little incident. So I guess I was some sort of a playground safety activist, right?

Theresa: The role of a tech support specialist requires a wide range of skills from HTML & CSS expertise to kindness and patience. Which skill have you gained or thoroughly brushed up on since joining DudaMobile?

Ben: Working with a team full of clever people with experience in all things web, from CSS to HTML to Javascript, has really helped me up my game. Being able to build a beautiful mobile website and fix it if things go awry is all part of the job. I’ve noticed that I’m getting better at giving people the confidence to write code and make custom edits to their sites directly through the HTML and CSS in the DudaMobile editor. The potential to custom design a mobile site is endless and I like to help people feel comfortable with diving into the CSS to get things working and looking great. But, if you ever do hit a wall, we’re always here to help… so call me!

Editor’s Note: The Support Files chronicles the lovable quirks of Duda’s support team, the guys and gals who man the phones here at DudaMobile to answer customer questions.

The Support Files: Meet Candice

The Support Files: Meet Candice

Once upon a time, Candice Gleason was bumming the streets of her hometown, frequenting local cafes and libraries while working freelance Japanese translating gigs. During her downtime, Candice humored herself (and others) by taking comedy classes. Life was pretty sweet for a Japanese translator like Candice, but something was missing.

In search of a Japanese translator who also knows a thing or two about the world of tech, DudaMobile stumbled across Candice. The Candice/Duda connection was a match made in heaven, to say the least. The witty and comedic office culture was enough to get Candice to say “Sayonara” to her local cafes and “Konnichiwa” to DudaMobile. Candice now comfortably sits on the bright orange couches helping Japanese-speaking customers with their mobile websites.

Theresa: What gets you fired up about coming in to work everyday?

Candice: It’s definitely got to be the cool people that I get to work with. We all have a blast together, which makes it fun to work harder – seriously! It would be a really strange day to go to the office and not see these familiar faces.

Theresa: We offer our customers three channels to contact us: by phone, email or live chat. Which channel do you like to use the most when helping people?

Candice: My favorite channel would probably have to be the phone since I get the opportunity to actually connect with people. It reassures our customers that we’re not just robots with possible self-identity issues, we’re real people!

Theresa: One perk of being a DudaMobile employee is that you get two weeks off for vacation. If you took all of your vacation days off at once, what two week long adventure would you skip off to do?

Candice: I’d first go to Ireland and Portugal to visit the sources of my family heritage. Then skip along over to Liverpool to visit my rocker friends and catch a couple live shows and drinks. Going back to Japan for the fourth time would be cool too, but that might be stretching it, eh?

Theresa: Once a week, the entire Duda team has a meeting. At the end of the meeting one person shares one thing about themselves no one else knows about. When it was your turn to share, what secret did you reveal?

Candice: I was born prematurely, so my stomach wasn’t totally developed. Because of this I was…well…not really taking in anything I ate. You can kinda figure out what happened from there without my giving away too many details thus resulting in you losing your appetite. I constantly spewing baby definitely wasn’t something two ultra-tired, hardworking parents would really want to deal with on a daily basis. Sorry, Mom and Dad!

Editor’s Note: The Support Files chronicles the lovable quirks of Duda’s support team, the guys and gals who man the phones here at DudaMobile to answer customer questions.

The Support Files: Meet Russ

The Support Files: Meet Russ

I never trusted a man with two first names until I met Russ Jeffery. Since joining the DudaMobile team nearly one year ago, Russ now juggles phone, chat and email support channels all while supporting the team as Tech Support Lead.

Residing in Palo Alto, Russ commutes to work via bike and is often the first person to arrive and the last person to leave. He loves the people he works with and enjoys working hard for a great product. If you’ve ever spoken to Russ through support, you’d know what I’m talking about; he really does love his job.

Theresa: What were you up to before you joined the Duda tech support team?

Russ: I was an Intern in the Office of the Governor in Sacramento, Calif. Sadly, I didn’t work for the Governator. At the Governor’s office, I was doing support and manned the front desk. I answered phones, helping to sort and respond to the mass amounts of requests that came into that office. You wouldn’t believe some of the things people contacted the Governor’s office about! Once a lady told me that because I couldn’t connect her with the Governor directly, my mother should be ashamed of me. Ouch!

Theresa: We offer our customers three channels to contact us: phone, email or live chat. Which channel do you like to use the most when helping people?

Russ: Phone. I love being able to really understand what the customer is looking for and help them get there. It’s easier to completely solve a problem over the phone because I can verbally confirm again and again with the customer that their site is fixed. You don’t get that personal connection over chat or e-mail.

Theresa: One perk of being a DudaMobile employee is that you get two weeks off for vacation. If you took all of your vacation days off at once, what two-week-long adventure would you skip off to do? 

Russ: I’ve always been a big outdoors person. Unplugging my life from my computer and escaping into nature would be an awesome use of my two weeks of vacation.  I would go camping in the middle of no where. Alaska? You bet. Desert? Done it. Snow camping? Would love to. Sign me up for a two week escape anywhere in nature.

Theresa: At the end of Duda’s weekly team meetings, someone shares one thing about themselves that no one else knows. When it was your turn to share, what secret did you reveal?

Russ: I wore a helmet as a child. Seriously. From the age of ten months to three-years-old, I wore a bright purple helmet everywhere I went. I was born with Craniosynostosis, which is a fancy word for having misshapen plates on my skull. I’m 100% fine now. I have a larger than life head and sometimes miss the security of my helmet!

Editor’s Note: The Support Files chronicles the lovable quirks of Duda’s support team, the guys and gals who man the phones here at DudaMobile to answer customer questions.