In the sci-fi movie The Fifth Element, an alien girl named Leeloo was the key to defeating a great evil that was threatening Earth. Played by actress Milla Jovovich, Leeloo was described as genetically perfect. She had superhuman strength, speed and reflexes. What stood out the most, however, was her selfless heroism and dedication to saving our beautiful planet Earth.
Delivering heroic customer support also requires that same level of commitment shown by Leeloo. It was therefore no surprise to learn that Caspio’s Customer Support Engineer Svitlana Taran is a big fan of Milla Jovovich. Like Jovovich’s character in The Fifth Element, Svitlana’s dedication to her customers ensures the success of their businesses. This multitasking superhero spoke to us about her role in bringing superhuman support to Caspio’s customers.
Hi Svitlana! Thanks for joining us today.
Thanks for having me.
Could you walk us through a day in your life as a Caspian?
I’m a customer support engineer and this means that I help guide our customers in using Caspio’s low-code application development platform. Each day, I use my multitasking powers to manage all our support channels. You could say I’m their support superhero. I’m like Milla Jovovich in The Fifth Element or Resident Evil: always ready to swoop in when a customer is in need.
Sounds like an exciting adventure.
I love working with our customers and it’s exciting when I play a part in helping them overcome their challenges. Of course, this wouldn’t be possible without the support and collaboration of my team. Caspio’s friendly atmosphere encourages collaboration and we all work together to bring a high level of support to all our customers.
Any insights from your role that you want to share?
The most important lesson I’ve learned is to never, ever give up. Tenacity and resilience are my lenses; they allow me to see things from different perspectives. When I speak to a customer, I really try to understand and empathize with what they’re trying to accomplish. This lesson goes hand-in-hand with an attitude of continuous improvement. You should never want to stop learning and I’m always on the lookout for ways to expand my knowledge and learn more about our customers. Every customer is different and there are times when I won’t know enough about a problem to handle it confidently. I deal with this through studious research and by learning from the experiences of my teammates.
Problem-solving must be one of your passions.
You know, I worked as an economist before I joined Caspio. I analyzed financial data and presented reports — this was very cut and dry. In the course of my job, it was natural that I’d eventually find myself analyzing the tech industry. It was quite an eye-opener because I was fascinated by all the different ways IT companies use technology to help people. It was then that I realized I would rather be solving problems than simply analyzing and reporting data. I started my journey in IT by enrolling in short courses and studying on my own. My husband works in IT and he was very supportive in this journey. All this effort eventually led me to Caspio, where I now solve interesting problems every day!
Speaking of journeys, I hear you recently came back from a trip to Japan.
Travelling is my passion because it gives me a chance to experience life from different perspectives. Nowhere is this more apparent than in Japan. They have such a unique way of seeing things and I loved being immersed in the richness of their culture. Everything was impressive, from the temples and shrines to the skyscrapers. It’s a spectacular place.
Japan is a very popular travel destination. However, what if you could travel through time? Which era would you visit?
Which era in the past? I would rather jump forward into the future! I want to see where all the emerging technologies of today will lead us. Like how advanced machine learning capabilities and artificial intelligence will make our lives easier or if we we’ll ever end up colonizing other planets.
That’s true! It would be awesome to see what the future has in store.
As long as Skynet doesn’t take over the world! That’s my greatest fear!
And what does the future hold for you and your team?
Customer satisfaction will always be our main goal. Specifically, though, we’re currently aiming to reduce the amount of time it takes us to resolve a case. I’m excited by the challenge and can’t wait to bring a higher level of service to our customers.
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