It’s time for another behind-the-scenes look at the employees of Citynet! Today, we are talking with Technical Support Center Supervisor Rafe Davis.
How long have you been at Citynet?
I’ve been with Citynet for about two and a half years.
What do you do as a supervisor in Citynet’s Technical Support Center?
I am the weekend supervisor, so my work week is a little different from others. My work week starts as others are beginning their weekend. I arrive at the office and check in with my team to see if any issues need my attention. Throughout the day, I review tickets to ensure our customers receive a prompt resolution to any issues. During the week, I collaborate with my manager and co-supervisors to review prominent issues we’ve noticed. Collectively, we review policy and procedures and provide training to our representatives to ensure they are up to date.
What do you wish people knew about the Technical Support Center department?
We are the eyes and ears of the company. We handle most of the communication between the company and our customer base, both on the business and residential side. We take great pride in the customer service we provide and do everything we can to provide prompt support to our customers’ issues.
With which departments at Citynet do you work closely?
We work with every department in the company. We work closely with our billing department for any issues that pertain to payments or invoices. We also work with our Transport and Outside Plant teams to identify, prevent, and resolve service-impacting issues. It is crucial for us to stay aware of any issues other departments may be facing, as those issues will likely cross our path.
Why did you decide to work with Citynet?
I enjoy problem-solving technical issues. I’m a Bridgeport, WV native, so I knew of the company. At the time, I had a few friends working in the Technical Support Center, and they encouraged me to apply.
What is the best part about working in Citynet’s Technical Support Center?
The people I work with keep me motivated. Our department is like a family, and the atmosphere is very welcoming. We all may come from different backgrounds, but our work draws us closer each day.
What’s your favorite memory you’ve made working at Citynet?
It’s not so much a specific memory, but the experience of befriending co-workers has made working in the Technical Support Center special to me. The daily laughs we fit into our time together are certainly memorable.
Outside of work, what do you like to do?
I’m newly married and enjoy spending time with my wife. We love to cook together and enjoy entertaining family and friends. We love to travel and try new foods. I also enjoy building PCs and playing games.
What are some of your favorite places or things about West Virginia?
I love the nature in our state. Sometimes, you need to remove yourself from the technology and just enjoy the surroundings. The Italian food is also hard to beat.
Who is your favorite famous West Virginian?
Don Knotts. My dad actually got my name from The Andy Griffith Show, so I’ve seen my fair share of Barney Fife.
Anything else you would like to say?
It’s certainly nice having a customer commend you for your support. Having a customer directly tell you that you bettered their day can put a smile on your face. People are just happy to know that, when they call us, they’ll be speaking to a real person who’s local to the area.
