The Water Cooler

Meet CA Support Manager - Colin Dickens

By Chris_Stallone posted 04-13-2016 01:41 PM

  

How long have you been at CA? ColinDickens_sq.jpg

15 years.

 

What was the career path that led you here?

I joined after finishing university and I started off as a Client Assistant on what is now called the Global Service Centre. From there I became a Support Engineer for ERwin. I moved products to support Plex and 2E and after a couple of years I became the Support Delivery Manager for that team. I moved product teams a couple more times before moving into the Professional Development Manager role where I am today.

 

What keeps you at CA?

The people and the opportunities to work in different teams every few years.

 

What is your passion outside of work? What do you like to do?

I love photography. I am a member of the Ditton Park Photography Community and I have been lucky enough to have won a few competitions recently. I also love riding my motorcycle and have recently joined a local organization to improve my riding.

 

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What is your educational background?

I have a 2:1 (Hons) degree in European Studies & German.

 

How has support changed since you started?

The environments in which customers install products have become so much more varied. You have to have a much broader range of technical knowledge these days but the fundamentals of providing excellent quality of service has not changed. We now have to provide that excellent customer experience via so many more channels these days and provide it faster too.

 

Why should people be involved in the communities?

Communities are a great way for customers to get information about our products and to network with other customers. They are also a great way to show our passion for our own products and our passion for helping customers too. It is another great way to provide an excellent customer experience.

 

Why should customers read Knowledge Articles?

They should read them if they are specific to a problem or question that they have. A well written article with sufficient detail, screenshots etc. will save a customer from having to contact CA Support and get them moving forwards with their work much faster.

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