Meet our Client Care Team part 2: Juan, Rubén, Juanma.

Welcome to the second edition of our?Client Care Team?interviews! Find part 2?here.

Our team helps the ExoClick client base providing 24/7 multilingual assistance. This week, we want to introduce your to Juan, Rubén and Juanma!

Juan - Client Care Agent [HI & EN] Sun - Thurs (7:00 am - 3:00 pm)

Tell us a little bit about yourself!?

I was born and raised in China and moved to Barcelona in 2013 to continue my Masters studies. After completing my degrees, I decided to settle down in this beautiful coastal city. I started working as a Chinese Customer support agent for a few internet companies in the past year, so I believe I have gathered some unique experiences within the role. However, I am eager to learn even more. As a mother, I have a lot of patience and I am a good listener so this role suits me perfectly!

There are a lot of things that I like doing in my free time: I am a professionally trained painter - I started when I was 5 years old. So whenever I have a peaceful moment, I like to get some painting done to relax and unwind. However, honestly, I have not had much time in the past 4 years since the baby arrived! Additionally, I love watching series, with Criminal Minds being one of my favorites.

What are your primary duties??

As stated, I am a Chinese native speaker, so my main duty is to take care of the Chinese clients in our network. I help them understand the functionality of our platform and how to use it efficiently and comfortably. Also, I am always there for them to resolve any doubts they may have.

?What is your perception of your job role? How do you try to make the most of it?

In our day to day lives, we ourselves are the clients requiring specific services at many points, so whenever I am working with a client, I always try to put myself in their shoes - If I were them, how would I feel in a specific situation, and what would I want…? When a client connects with us on the live chat, I always try to give them an answer in a short period of waiting time, to make sure their issue is resolved, or at least give them an ETA when it will be resolved if it is a more complex problem. I deeply believe this builds a trustful and respectful connection between the two sides. It makes the conversations more understandable, so my trick is to add more human feeling in customer service. I do not 100% agree that client care is just a job position: Client care is a human to human connection, which requires a certain level of chemistry that needs to be built!

Rubén - Senior Technical Specialist [SP & EN] (Business hours)

Tell us a little bit about yourself!??

My name is Rubén and I’m a Technical Specialist in ExoClick. My hobbies are playing video games, cooking, going for long walks in the mountains and trekking.

What are your primary duties???

My main duties are answering technical inquiries raised by clients and forwarded by the Sales Team, reporting Bugs, providing reports from data available only in the ExoClick’s databases, researching on technical matters in the company initiatives, and updating ExoClick’s documentation, amongst many other bits and pieces!

What do you like most about your job??

What I most enjoy about my job is learning about programming languages and discovering new aspects of the IT side of things. I also get the golden chance to understand the industry better bit by bit, while helping my colleagues thrive at the same time - It is the perfect symbiotic relationship, where we all help each other grow and learn as we go!

Juanma – Head of Technical Support [SP & EN] (Business hours)

Tell us a little bit about yourself!????

My professional background is in Computer Science, with +10 year experience working with FE, BE and Product teams. I have also studied a postgraduate Course in Agile IT Management & a Masters in Marketing Online. When not at work, I enjoy traveling, sports (padel, football, surf, yoga, trekking, mountain biking), reading (Adventure: Fire & Blood, or Business & Leadership: Radical Candor), trying new food, wine and good beer!

What are your primary duties????

Some of my main duties are leading the Technical Support Team, guiding and providing support to clients for any technical API / Saas integration, and establishing and updating scalable processes that ensure the optimization of resources. I am also responsible for assigning, prioritizing, scaling or updating tasks through our Jira Boards.

?What do you like most about your job???

I love helping our clients to understand our platform and help them get the most out of working with us. It is really great when we assist them and they achieve their desired goals!?

How do you keep positive and motivated??

Some aspects that I truly enjoy about my job are the diversity of my tasks and the continuous learning that comes with working within the ad tech industry. I also love interacting with everybody in my team on the daily, updating my knowledge on the ExoClick tools as they change and evolve, and helping departments and other companies within the EXOGROUP ecosystem to use them and achieve their goals.

Thinking of joining the ExoClick Team? Find out about?our available job roles!