This week: Lisa has a new job – wooo! So we’re talking about how we might go about finding a new role in support, preparing for the interview and making sure the salary and perks all add up.
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If you enjoy the episode, please do hit that subscribe button to keep us in your life. Already subscribed? Thanks – you’re the greatest! If you feel like leaving us a review in any of the platforms above, that would make us so happy. Remember to give us a five star rating (or the honest rating that you think we deserve), and tell us about your favourite breakfast food.
First and most importantly, what did we have for breakfast?
- Sarah had herby mushrooms on toast
- Dave is going to have scrambled eggs using cooking tips from a Freakonomics Podcast episode
- Conor had porridge with banana raisins cinamons
- Kiwi Sarah had porridge with chocolate rooibos tea in it! WOW
- Lisa had cheese on toast (which is amazing)!
This week’s Customer Support stories
Conor was with his wife in a comic book store, and the sales assistant repeatedly ignored Alana and kept addressing Conor, and pretty much missing the whole point of the conversation. Such a missed opportunity! Conor is only reading work by female authors this year and it could have been such a great experience to dive in to that. (If you’re curious to hear about female authored comic books, Lisa has many, many ideas and you should totally tweet her for advice @gentlethorns)
This is depressingly common… when Lisa asks for advice in a DIY store, the assistant addresses her husband (who knows nothing about DIY). Ordering drinks? Gin and tonics will be delivered to women and beer to men! Flat whites are for girls and long blacks are for boys! Ugh.
On a happier note, Nomad Sarah spotted Tim Horton’s UK launch with their social team responding to every single customer, they’re totally on top of it! It’s been a really nice twitter feed to follow along with!
In the angrier side of life, Dave was working with a frustrated customer writing in ALL CAPS and got a little disheartened when after some back and forth (and getting everything pretty much fixed up) the customer was still using all caps and an angry tone. Luckily he had Buffer friends and Expensify friends for support ❤
In the mail bag!
Chelsea tweeted us some love 🙂
Lisa is welcoming new listeners from Moz!
If you join us for breakfast, you can also collect a Support Breakfast sticker (because we love swag!) but don’t worry if you can’t make it, we can also send you a sticker the old fashioned way, using the postal system. Reach out via twitter or drop us a line to email@example.com and we’ll pop one in the post box for you.
You should also email us with your thoughts, suggestions, topic ideas, feedback and requests – help us make the show better! We also love gifs so feel free to send us those too.
On to the topic of the week…
We’re talking this week about the way we might look for a new role and prepare for that. Here are some thoughts on the first steps of checking out your prospective new role
- Conor – be a customer, engage with the company. Also, read between the lines in the job description
- Lisa – who has literally just done all of this, recommends asking someone who works there some questions if you have a contact on the inside
- Dave – check out their social support
- Nomad Sarah – look on their website – Are the support team visible? Are they authoring blog posts?
- Kiwi Sarah – definitely look for the red flags in a job description!
Where might you look?
Beyond salary, what perks, benefits or stock options should you be considering? Perks can indicate that a company is making an effort to care for their employees. What if the cost of these were just part of your salary instead? We talk about wellness stipends, and Personal Learning funds. These can shine a light on culture, sometimes you’d rather have the money! When it coes to equity – we recommend seeking professional advice on what options and equity mean when making a decision on this!
Preparing for interview! Kiwi Sarah recommends reading the companies material to learn the voice and tone. Find out what tools they use. Review what you’ve achieved and learned in your previous role, projects you’ve been involved with, and keep track of positive feedback you’ve received. Kiwi Sarah calls this a warm fuzzies list and it can be a great thing to check back on if you’re having a poop day.
Stalk your interviewer on LinkedIn!
What if you want to pursue a role in support but don’t have a support background? Don’t sweat it – support people benefit from life experience, it helps when working with a diverse customer base! Spotlight the things that make you interesting, and share what might make you a great person to work with.
Key skills we think are important? Last weeks podcast!
If you’re excited about the company you’re interviewing with, share that passion openly.
Go ahead and apply for jobs where you don’t tick all the boxes. If you can show that you’re a learner, and in previous roles you’ve grown, that can show that you’re willing and able to grow, that can be exciting for an employer to see how you’ll develop and become a better fit.
Negotiate! Understand your value and don’t be afraid to push for that value to be recognised!
- Discover DevTools with Code School. Fun and helpful way to expand your tech skills
- Listen to The Broad Experience Podcast
As always, you can get in touch with us at firstname.lastname@example.org, find us on the internet at supportbreakfast.com or tweet at us @supportbrekkie.
Our intro (and outro!) music is (still) the brilliant Drops of H2O (The Filtered Water Treatment) by J.Lang (c) copyright 2012 Licensed under a Creative Commons Attribution (3.0) license. Ft: Airtone. It is (still) not Drops of Jupiter by Train, but if you like that song, you can listen to it here. Nor is it by J.D. Lang.