Staff Spotlight: Alex Helms, Product Support Manager

November 14, 2017 by Sam Puckett

Fulcrum is an incredible field data collection platform because of the amazing people behind it and we think you should get to know them!

Our last Staff Spotlight introduced you to our Professional Services Manager, Bryan. Today, we’d like you to meet the guy who helps our customers get the most out of their Fulcrum experience — you may have even spoken to him yourself. (And if you have, you already know what a great guy he is.)

It’s our Product Support Manager, Alex!

Staff Spotlight: Alex Helms

First things first: Are you a robot?

LOL! I have never actually heard this directly, but apparently, my co-workers have heard this question asked a lot from our users when at trade shows or out visiting customers on-site. I am indeed a real human being!

Tell us a bit about your background and how you got into this industry.

In almost all of my previous jobs, I have been in a customer-facing position, mostly in retail/sales, but I have always had an interest in technology. When I came on board at Spatial Networks, I was initially part of the marketing team, but then we needed someone to provide customer support. I felt it was important to help users as much as possible and focused a lot of my time towards it. Eventually, I officially became the product support manager for Fulcrum.

What does your job entail?

In the most basic terms, I provide support for Fulcrum users. A lot of times this is just answering their questions and ensuring that they are using the correct features for the most efficient experience possible. As Fulcrum has gotten more feature-rich, the level of support has increased. So there is quite a bit of support that goes into helping users with record-linking, calculation fields, and data events. On occasion, there are issues that I will have to try to reproduce so that our engineering team can address them. When there is downtime, I will work on updating or enhancing our support documents or examples that users can reference.

What gets you out of bed in the morning?

My dogs wanting to be fed, ha!

Being able to help people and teach them about the finer points of Fulcrum is really rewarding for me. Seeing users get that “Aha moment” is very satisfying.

What’s the most rewarding (or challenging) part of your job?

There are two things that really satisfy me when assisting people. One is just being able to address their problems and help them come to a resolution. The other is being able to satisfy someone that is upset. There are times — pretty rarely, considering — where there will be someone that has an issue and is not happy. Typically it is easy to empathize with people in this position. Fulcrum is a business tool and if it is not doing what you want it to or someone has run into an issue there can be a lot at stake. I get a lot of satisfaction from being able to end the conversation with them being pleased and having come up with a solution.

What’s something you’re excited about right now?

The general future of Fulcrum. We have seen a lot of growth at Fulcrum, both in terms of users and product enhancement, and I am excited to see what comes next! The Fulcrum roadmap is pretty exciting to take a look at and if we are able to keep up the high development cycle and get these features released I think we will see a lot of excited users.

What do you do outside of work?

Staff Spotlight: Alex Helms

I am a private pilot so I like to go flying as much as possible. I typically rent small single-engine Cessna 172s or 182s for cross-country flights. My goal is to get an older Citabria/Decathlon someday. I do have my glider rating but have never used it, beyond earning the rating. My next bucket-list advancement for aviation is to get a seaplane and eventually instrument rating.

More recently, I have gotten back into Auto-X. I used to run a lot back when I was younger, but as I got older I found it hard to find the time to get out to the events every month. However, a co-worker who goes a lot got me back into it and I have been going pretty consistently this season. Still not that fast, but I am learning how to shave off those seconds.

On and off again, we will go through our cycles of playing a game called Munzee. Basically, my wife and I are on “stand-by” for the in-law’s clans for the monthly “clan wars” and when they need to help fill a spot we will step in to help them out.

What is something you’d like people to know about you?

When working with customers, I try to put myself in their shoes and treat them how I would like to be treated. Customer support is not really all that difficult, but you have to learn to not take user frustrations personally, which is something I feel I have been able to do pretty successfully. My goal when helping users is three things: being honest with them, addressing their questions, and making them understand that I am doing everything in my abilities to assist them.

See you back here next time for another Employee Spotlight! Interested in joining the Spatial Networks team? Check out our current openings!

Sam

About the author

Sam is our Content Marketing Specialist. She does the heavy lifting when it comes to writing, proofreading, editing, and strategizing our content.

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