Get to know The Solutions Team’s Thomas Fraysier / Service Desk Manager
How did you find out about The Solutions Team?
I’ve been friends with Mike Clark (Director of Technology Development) for a few years and we’ve exchanged stories. After sharing with him a few of my adventures he referred me for an opening.
When did you join The Solutions Team?
I joined The Solutions Team in September of 2021 as a Service Desk Analyst.
What do you do at The Solutions Team?
I’m the Service Desk Manager for The Solutions Team. I work alongside our support team to ensure the highest level of service for our clients. I monitor tickets, phone calls, and any other interactions - acting as an escalation point or de-escalation point as needed, while working on support tickets. I also review ticket notes to establish client clarity on issues. Customer quality of life and satisfaction is my main goal!
What convinced you that The Solutions Team was a great place to work?
The Solutions Team has heart, great people, and amazing clients. I feel at home here, and it’s nice to see the results from the work you do each day.
Describe a typical day on the job at The Solutions Team?
When I arrive, I check the status of tickets to make sure everything is flowing correctly.
I answer questions on tickets that have been escalated to ensure customers are getting the best experience.
I work with my team on tickets to provide quick and high-quality support.
My team works with one another to make sure there is coverage, and we all get our lunches as well as finish out the day with as little left over as possible.
What do you like most about working at The Solutions Team?
The quality of talent, character, and heart of the team. There are no two days alike, and we continually strive for growth and ways to improve.
Share with us some of your accomplishments, while at The Solutions Team.
- Aided in implementation of ConnectWise Manage – a new ticketing system to improve client communications and service;
- Aided in the implementation of ticket customer satisfaction surveys;
- Lowered ticket time-to-resolution and response rate, while increasing total customers supported;
- Reduced the number of average tickets open at the end of each day from 20+ to less than six; and
- Helped refine our team’s knowledge base and information sharing capabilities.
