Meet a Helpful Human – Jennifer Walsh

December 21, 2018 Todd Terwillegar

We’re the employees you would hire if you could. Responsive, helpful, and dedicated in ways automation simply can’t be. We’re your team.

Each month we recognize one of our Most Helpful Humans in Hosting.

Meet JenJen

jennifer walsh and quote

Q: Is there something specific at Liquid Web that you just love?

A: Liquid Web creates a great work environment. They provide unique incentives to keep their employees happy and relaxed. For instance, I can wear comfortable clothing such as jeans and athletic shoes which helps me feel relaxed, stress-free and have a sense of individuality. This is important to me as an employee because if you are happy with how you feel, that really translates into a happy human when you are on the phone or live chat with customers.

Q: What is the biggest milestone you’ve accomplished?

A: I have advanced to a Level 3 Escalation Tech, which has allowed me to work on various broader-scope projects and bring that experience back to coach my fellow coworkers and help evolve our products. Being a Level 3 technician (L3) means that I am able to help troubleshoot more difficult issues that an L2 or L1 may not know how to solve. Achieving the advancement to an L3 tech was no small feat and it is a great honor to me.

Q: Tell us about a truly rewarding experience you’ve had with a customer.

A: A Managed WordPress customer had issues with one of her staging websites. She was trying to test out a new plugin on this website but was receiving 500 error messages. A 500 error message means there is a misconfiguration of the website code. I investigated and found the resolution on how to fix the 500 errors. I then asked the customer for permission to update the code and then added the new lines of code. This resolved the issue and the plugin was working perfectly. The customer ended up using the plugin on her live site with the newly added lines of code.

Situations like this are not uncommon. However, what made this situation special is that while the customer was very frustrated when she called in, by the end of the call she was in tears of joy and thanked me graciously for helping her business out. These types of customer interactions are what really makes my day, and make me feel honored to work with our amazing customers.

Q: What are you known for at Liquid Web? What do people specifically come to you for?

A: Being an Escalation Tech, I am always trying to gain knowledge on our products by testing out different scenarios. This helps with coaching fellow techs when these scenarios occur with customers. One way I do this is to create wiki articles to show different methods of troubleshooting issues to share my knowledge of information.

I have also joined Liquid Web’s Internal Writing Program. This gives me the opportunity to share information with the public. Being a part of this writing program gives me the inspiration to help people understand the different aspects of technologies that surround websites. Here are the articles that I have written for the Blog and Knowledge Base.

People also know me for decorating my desk during every holiday. It’s kind of my thing. Here is my desk for Halloween and Christmas this year:

halloween 2018

Christmas 2018

Q: What is one thing you wish our customers knew about their hosting?

A: The greatest concern I have received from customers is regarding security. We take great pride and care in our platforms which are regularly secured, patched, and updated. One thing I like to educate customers on is keeping their software and plugins up-to-date. Customers should take measures to update any and all CMS software, plugins, and themes used to the latest versions available from their respective vendors. This would help limit the chance of future infections occurring to their websites.

Q: Work aside, what are some of your hobbies?

A: I have the pleasure of riding my Ninja 650 motorcycle while my husband rides his Suzuki SV650 motorcycle. Also, I enjoy going to the Circuit of the Americas in Austin, Texas to watch all the car racing events with my family (I’m a big Formula 1 fan).

Q: If you could have dinner with one famous person [dead or alive] who would it be?

A: I would love to have dinner with Queen Elizabeth II. I admire her courage, knowledge, and strength. I would love to ask her questions on how she survived through all the years of difficult situations, such as growing up as a royal, becoming the queen, working with the Parliament, surviving difficult situations during the wars, resolving issues with the Commonwealth countries, and resolving family issues.

You can follow JenJen on Twitter or LinkedIn.
We hope you enjoyed our series, and stay tuned for the next Most Helpful Human in Hosting profile.

The post Meet a Helpful Human – Jennifer Walsh appeared first on Liquid Web.


About the Author

Todd Terwillegar

Todd Terwillegar is the Digital Content Marketing Manager at Liquid Web. Todd runs the day-to-day operations for the Liquid Web Blog and guides content strategy for the content experts writing on the Blog and Knowledge Base. When not at work, Todd loves watching the latest Marvel movie or wrestling on the floor with his kids. You can follow Todd on Twitter or LinkedIn.

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