Fortra Senior Support Consultant Steve Warner has enjoyed working closely with customers since 2007. Always eager to learn about new products and share his expertise, he reminisces about his favorite project in Singapore and some of the helpful advice he’s received over the years.
How did you learn about Fortra, and what was your first role?
My first interaction with Fortra was in 1988 when I had to call about license keys on behalf of a customer. I joined the UK Distributor in 1990 and started supporting ROBOT after a few months. I stayed with the Distributor company as their name changed after various acquisitions until I joined the company in 2007 after Fortra acquired the distributor I worked for, eveLogic. I started out as a senior support consultant and am still in that position today. I thoroughly enjoy helping customers and finding out about new products.
What were your first few months like?
Basically, I was learning about the products. I knew Fortra’s Robot Schedule and Fortra’s Easy View because I had used those before. I began helping customers and answering technical support cases for these products and gradually built my confidence up on the other products to help customers with those as well. It’s good fun and interesting.
What are three things you’ve learned throughout your career?
Treat the customers as I would like to be treated myself. Be polite and courteous, and try to assist as much as you can!
Enjoy yourself. Enjoy what you’re doing and your work with your colleagues, which I do.
Reference the Odds & Sods (O&S) Manual. This may not translate outside of the U.K., but it really means “bits and bobs,” i.e., helpful things you need to know but in no particular sequence.
What in the Fortra culture stood out to you as a new employee?
The way that people are treated. The friendliness and support you get from your colleagues who become friends. The fact that I can go to anybody with a question.
What does your day-to-day look like?
I review overnight emails and update cases as required, contacting the customer if necessary. While I do this, I need to be available on the phone, chat, and email for any new cases or updates that come in. New cases need to be logged and existing ones updated.
What has been your favorite project?
There’s been lots, really, but my favorite was the two weeks I spent in Singapore helping a multinational financial services organization with its Fortra’s Robot product suite setup. It was a very enjoyable trip.
What in the Fortra structure has helped you get to where you are?
The people I work with and my various managers over the years. They’ve all assisted and guided me, pointing me in the right direction.
Is there feedback/advice that you received early in your career that has stuck with you?
Do what you say you’re going to do and make sure the customers are happy — internal and external customers. Early on someone also told me to get a notebook and use it as a daybook to capture all my incoming and outgoing phone calls, the issues I work on, and helpdesk calls/cases/tickets. Then you can refer to it if you need to. I’ve lost count of how many daybooks I’ve had over the years!
Is there a memory you’d want to share from your time at Fortra?
I’ve worked with many of the same customers for years. I’m still working with someone I met for the first time in June 1990! When one team left a large bank in the U.K., they sent a lovely email thanking me for my assistance over the 20 years we’d worked together.
What’s your favorite part of your work?
I enjoy learning about new products and sharing (showing off!) what I know with our customers.
What advice would you give to new Fortra employees?
Be flexible/agile, helpful, and keen. Being flexible and agile allows you and others to make the most of your abilities. Be helpful. Be keen to learn new things and go more in depth about what you already know.