Principle 1
The main lesson from my journey at InterSystems is that I couldn’t have done it by myself. We could not have built our #InspiredService approach without an exceptional team of support representatives.
To ensure that we can consistently deliver, we look for certain qualities when hiring support agents:
- Aptitude: People who enjoy learning usually make excellent employees. As they adapt to organizational change and grow within their roles, these team members tend to elevate everyone around them, including customers.
- Killer instinct/initiative: Look for people who aren’t afraid to try, fail, and try again—because stellar service isn’t just about getting things done, it’s also about showing you care.
- Passion: In our experience, the best candidates dedicate themselves to something in their lives, whether it’s a movement, sport, church, or community. When someone’s committed to something they care about, they’re likely to approach their work with the same gusto.
- Professionalism: The most professional agents go beyond politely giving customers what they ask for. They discover and deliver what customers actually need, even when that requires hard conversations.
We want to see compelling evidence of all four attributes. In my experience, they complement each other. If you find someone who’s smart, who has drive, and who’s passionate about things, it implies a lot about what they’ll bring to the table. They genuinely want to help people or to build products. They’re passionate