Welcome to Hyosung’s employee spotlight! Our March Spotlight is on Derek Andrews, Software Technical Support Specialist. “Derek is very efficient at the ATM troubleshooting process and was promoted to Software Technical Support Specialist last year. He is a natural leader and team player who regularly identifies things that need to be done that contribute to the team’s success like creating knowledgebase articles and training/coaching agents to be more effective while troubleshooting ATM issues with customers. Jeremy Ward, Technical Support Manager
Get to know more about Derek below!
Q: How long have you worked at Hyosung?
A: I started on July 16th 2018 and I’ve been with the company for 3.5 years
Q: Can you tell us a little more about your background and how you joined the company in 2018?
A: I’ve always been someone that loves solving problems and troubleshooting software comes naturally to me. I have worked many years as a computer technician and I felt this line of work was a proper fit for me. I gain fulfilment out of finding solutions for customers.
Q: What was your first impression of Hyosung?
A: The ATM world was completely new to me and I was quite intimidated during my first few weeks, but I had a great team that helped me train to become a valued member.
Q: Are there any important skills or attributes that are important for someone that wants to pursue a career as a Project Manager? Is there anything about your job or your team that you think people outside would find surprising or different in the way you/it works?
A: Troubleshooting, problem solving, and good customer service are required skills for this career. Having a team player mentality and a passion for leaning something new are what will set you apart.
Q: Can you tell us about your role and summarize your day-to-day responsibilities?
A: I am the lead and software specialist for my team. I handle managing tickets and incoming emails, assisting team members with software issues, and triaging logs from FI Channel customers before they are escalated to Software Support.
Q: What inspires you every day?
A: My family and accomplishing personal set goals.
Q: In 5 years what do you want to achieve or where do you see you yourself?
A: I want to keep working with software for years to come, and so I see myself continuing that goal.
Q: What do you like to do outside of work?
A: I enjoy spending time with my family, reading, writing, board games, and wishing for a Cowboys Super Bowl game.