So today was a first for me in my support role. I started my shift bright and early this morning and everything was moving slow. Tim and Lauren went off to a meeting and Jim is traveling this week for a conference, so I was by handling support on my own for a short period of time, but this was a normal thing. I felt confident that I could handle each support request that came through and if I didn’t Tim and Lauren would be back by lunchtime and I could ask my questions then. I was completely unprepared for what would commence in the next hour.
A lot of schools are still getting up and running with their semester and that means a ton of sign-ups on our Shared Hosting at Reclaim. This September we had 721 new sign-ups on Shared Hosting. So we knew that things could get a little hairy on days where classes were signing up, like today.
Support was very quiet when all of a sudden the Slack channel for support started going crazy. I checked to see what was going on and a class was having trouble with their signups. Over the course of the next 15-30, I answered about 30 tickets trying to help the students. That’s about Reclaim’s daily average. We get anywhere from 20-40 tickets a day, during working hours. To say I was overwhelmed by this point was an understatement. I had never experienced something like this while I was completely by myself on support.
After a deep breath, I was off. Luckily, I knew how to solve the problems from WHMCS on our admin side so the fix was easy but very time consuming because of a number of tickets that were submitted.
After Lauren and Tim came back from their meeting I explained what was going on. I had most of the tickets solved by this point, there were only a few left that came in during the ordeal but were unrelated to the problem at hand. I was talking with Lauren about this afterward and she gave me some great advice for a time like this, to compartmentalize things, don’t let the emotion overtake you, and just work on each of them one by one.
Today was such a great learning experience. Even though I was completely overwhelmed, and at first didn’t know where to start, I was able to answer every ticket successfully. And without this experience, I wouldn’t have had that conversation with Lauren and know where I can improve when this happens again (and I hope it doesn’t). I know things can change from one day to the next and some days can be slow for support than others but, I was not expecting today to be one of the busier days. But that’s okay, I’ll take them in stride and learn from the experiences.