My career began in support at University of Illinois doing customer support for students, parents, retirees, and staff members, covering hundreds of different products.
I was still a student when I started, and I loved it. My dream was to do that job full time after graduation. The university told me that if I stayed on past graduation, they would make me a supervisor, work full time with benefits and a salary, etc. I was totally in!
However, when I graduated and they said, ”Well don’t actually have a position open, so why don’t you be an academic hourly for a while.” I thought, “Alright, sure.” But then they hired three new support managers full time without letting me know that position was open.
I was so frustrated! I thought, “Ok, there’s nothing here for me, no way of moving up. There’s no career path for being a support tech.”
So I left that job and started thinking about what I did want. I wanted to work remotely, I wanted to work with computers, and I knew a little bit about HTML/CSS, so I decided to become a web developer. After bouncing around from job to job, I realized I kind of liked being a developer, but not really. I didn’t feel as much passion for the job as I did for technical customer support.
In 2014, I discovered the Support Driven community, and that’s when I realized there were actually jobs out there for people to be full time customer support professionals. Many had the qualities I was looking for: High-paying, good benefits, and focused on helping people, rather than pushing you to be an engineer or developer. And a lot of them were remote!
Three years later, I have a remote position with Github! I never thought I’d be here, and I am SO happy!
Subscribe to the Help Scout blog!
Join the gang of savvy subscribers who receive original, well-researched articles about company culture, customer service, and building a better business every week.